Avaya Contact Center Control Manager User’s Guide
Release 6.0 September 07, 2010
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License types Designated System(s) License (DS). End User may install and use each copy of the Software on only one Designated Processor, unless a different number of Designated Processors is indicated in the Documentation or other materials available to End User. Avaya may require the Designated Processor(s) to be identified by type, serial number, feature key, location or other specific designation, or to be provided by End User to Avaya through electronic means established by Avaya specifically for this purpose. Concurrent User License (CU). End User may install and use the Software on multiple Designated Processors or one or more Servers, so long as only the licensed number of Units are accessing and using the Software at any given time. A “Unit” means the unit on which Avaya, at its sole discretion, bases the pricing of its licenses and can be, without limitation, an agent, port or user, an e-mail or voice mail account in the name of a person or corporate function (e.g., webmaster or helpdesk), or a directory entry in the administrative database utilized by the Software that permits one user to interface with the Software. Units may be linked to a specific, identified Server. Database License (DL). End User may install and use each copy of the Software on one Server or on multiple Servers provided that each of the Servers on which the Software is installed communicate with no more than a single instance of the same database. CPU License (CP). End User may install and use each copy of the Software on a number of Servers up to the number indicated by Avaya provided that the performance capacity of the Server(s) does not exceed the performance capacity specified for the Software. End User may not re-install or operate the Software on Server(s) with a larger performance capacity without Avaya's prior consent and payment of an upgrade fee Named User License (NU). End User may: (i) install and use the Software on a single Designated Processor or Server per authorized Named User (defined below); or (ii) install and use the Software on a Server so long as only authorized Named Users access and use the Software. “Named User,” means a user or device that has been expressly authorized by Avaya to access and use the Software. At Avaya's sole discretion, a “Named User” may be, without limitation, designated by name, corporate function (e.g., webmaster or helpdesk), an e-mail or voice mail account in the name of a person or corporate function, or a directory entry in the administrative database utilized by the Software that permits one user to interface with the Software. Shrinkwrap License (SR). With respect to Software that contains elements provided by third party suppliers, End User may install and use the Software in accordance with the terms and conditions of the applicable license agreements, such as “shrinkwrap” or “clickwrap” license accompanying or applicable to the Software (“Shrinkwrap License”). The text of the Shrinkwrap License will be available from Avaya upon End User’s request (see “Third-party Components” for more information).
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Index INDEX...........................................................................................................................................4 LOG IN TO AVAYA AURA™ CONTACT CENTER CONTROL MANAGER ADMINISTRATION.....................9 THE AVAYA AURA™ CONTACT CENTER CONTROL MANAGER MAIN SCREEN LAYOUT..................... 10 FUNCTIONAL BUTTONS ................................................................................................................. 12 NAVIGATION BAR TABS .............................................................................................................. 13 USERS...................................................................................................................................... 13 DELETE ITEM.............................................................................................................................. 37 EDIT USER................................................................................................................................. 38 USERS SEARCH ........................................................................................................................... 38 PERMISSIONS TAB ....................................................................................................................... 40 AVAYA AURA™ CONTACT CENTER CONTROL MANAGER PERMISSIONS ........................................... 42 PDS PERMISSIONS....................................................................................................................... 56 VISUAL VECTOR PERMISSIONS ......................................................................................................... 57 CMS PERMISSIONS ...................................................................................................................... 64 IVR PERMISSIONS ....................................................................................................................... 66 CM PERMISSIONS ....................................................................................................................... 70 LDAP ...................................................................................................................................... 74 AVAYA CM OBJECTS .................................................................................................................... 75 EXTENSIONS .............................................................................................................................. 76 OFF‐PBX‐STATION‐MAPPING ........................................................................................................... 81 OFF‐PBX‐TELEPHONE‐CONFIG ......................................................................................................... 84
Avaya Aura™ Contact Center Control Manager User’s Guide
Avaya Aura™ Contact Center Control Manager User’s Guide VDN ....................................................................................................................................... 87 SKILLS ...................................................................................................................................... 91 HUNT GROUPS ........................................................................................................................... 94 HOLIDAY TABLES ....................................................................................................................... 101 COVERAGE PATH ....................................................................................................................... 105 COVERAGE ANSWER GROUP ......................................................................................................... 109 COVERAGE TIME OF DAY ............................................................................................................. 113 COVERAGE REMOTE ................................................................................................................... 117 ANNOUNCEMENT ...................................................................................................................... 121 SERVICE HOURS TABLES .............................................................................................................. 125 TIME OF DAY TABLES .................................................................................................................. 129 PICKUP GROUPS ....................................................................................................................... 133 INTERCOM GROUPS ................................................................................................................... 140 PAGE GROUPS .......................................................................................................................... 146 TERM‐EXT GROUPS ................................................................................................................... 152 DATA MODULES ....................................................................................................................... 156 VRT (VECTOR ROUTING TABLES) ................................................................................................... 160 VARIABLES ........................................................................................................................... 165 ABBREVIATED DIALING GROUP .............................................................................................. 170 ABBREVIATED DIALING PERSONAL ............................................................................................ 174 ABBREVIATED DIALING SYSTEM.............................................................................................. 178 ABBREVIATED DIALING ENHANCED......................................................................................... 182 POLICY ROUTING TABLES ............................................................................................................. 186
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Avaya Aura™ Contact Center Control Manager User’s Guide VUSTATS .............................................................................................................................. 192 TEMPLATES ............................................................................................................................. 196 DIALING PLAN .......................................................................................................................... 205 MESSAGING ............................................................................................................................. 208 CONFIGURING MESSAGING SYSTEMS............................................................................................... 208 MESSAGING SYSTEMS AND LOCATIONS ............................................................................................ 211 MESSAGING PERMISSIONS ........................................................................................................... 213 USING THE MESSAGING FEATURE ................................................................................................... 214 SAVE TRANSLATION .................................................................................................................. 218 VISUAL PHONE ......................................................................................................................... 219 VISUAL PHONE – AVAYA AURA™ CONTACT CENTER CONTROL MANAGER ADMIN............................ 220 VISUAL PHONE – STANDALONE APPLICATION ..................................................................................... 227 SYSTEM CONFIGURATION ......................................................................................................... 236 ACTIVE DIRECTORY PROVISIONING............................................................................................ 266 AVAYA AURA™ CONTACT CENTER CONTROL MANAGER /LDAP OVERVIEW.................................... 266 ACTIVE DIRECTORY – GROUP BASED MAPPING .................................................................................. 267 ROLE MAPPING ......................................................................................................................... 270 TEAM MAPPING ....................................................................................................................... 272 EXTENSION TEMPLATE MAPPING ................................................................................................... 274 AGENT MAPPING AND PROVISIONING ............................................................................................. 276 HOW TO WORK WITH A.D. INTEGRATION ......................................................................................... 278 AUDIT LOG ............................................................................................................................... 284 AVAYA AURA™ CONTACT CENTER CONTROL MANAGER AUDIT LOG ............................................ 284
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Avaya Aura™ Contact Center Control Manager User’s Guide CM AUDIT LOG ........................................................................................................................ 287 MULTI‐LOCATION/MULTI‐SITE ENVIROMENT ............................................................................. 288 MANAGING LOCATIONS .............................................................................................................. 289 MANAGING AN ORGANIZATIONAL HIERARCHY.................................................................................... 292 ASSIGNING LOCATIONS TO SITES .................................................................................................... 294 AVAYA OBJECTS AND LOCATIONS .................................................................................................. 295 MANAGING AVAYA OBJECTS ..................................................................................................... 297 USERS ...................................................................................................................................... 298 USERS AND LOCATIONS – RELATIONSHIP .......................................................................................... 298 USERS PERMISSIONS (ROLES) ........................................................................................................ 301 BULK SKILL CHANGE .................................................................................................................. 302 BULK SKILL CHANGE – AGENT GROUPS ............................................................................................. 304 BULK SKILL CHANGE – SKILL SELECTION ............................................................................................ 307 VIRTUAL GROUPS ..................................................................................................................... 310 SYNCHRONIZER ........................................................................................................................ 314 SYNCHRONIZATION MODES ........................................................................................................... 314 DIALPLAN IMPACT ON THE SYNCHRONIZATION PROCESS ........................................................................ 316 IMPORT AGENTS....................................................................................................................... 317 IMPORTING AGENTS ................................................................................................................... 317 QUICK LINKS ............................................................................................................................. 319 UDF FIELDS ............................................................................................................................... 321 ONLINE HELP ............................................................................................................................ 323 AUTOMATIC MOVE STATION..................................................................................................... 324
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Avaya Aura™ Contact Center Control Manager User’s Guide TTI FEATURE ........................................................................................................................... 324 EXTENSION TEMPLATES ............................................................................................................... 326 SCHEDULE SERVER WIZARD ....................................................................................................... 327 OVERVIEW .............................................................................................................................. 327 WIZARD STEPS ......................................................................................................................... 328
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Avaya Aura™ Contact Center Control Manager User’s Guide
Log in to AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Administration Follow these steps to log in to AVAYA AURA™ CONTACT CENTER CONTROL MANAGER (ACCM): •
Open Microsoft Internet Explorer
•
Browse to the AVAYA AURA™ CONTACT CENTER CONTROL MANAGER server (contact your system administrator for the exact URL): http://servername/accm
The following screen appears:
Type your username and password and click on the Login button.
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Avaya Aura™ Contact Center Control Manager User’s Guide
The AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Main Screen Layout The AVAYA AURA™ CONTACT CENTER CONTROL MANAGER º main screen as it will appear after a successful login: The main screen is divided into four frames: Navigation Bar
Toolbar
Action
Main Area
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Avaya Aura™ Contact Center Control Manager User’s Guide
Navigation Bar
This area contains a set of tabs that allow you to navigate between the different aspects of Avaya Aura™ Contact Center Control Manager administration.
Toolbar
The toolbar contains a set of tabs to control the administration. The tabs are related to the selected tab on the navigation bar.
Action Buttons
Each tab on the toolbar has its own related action buttons. The action buttons change according to the selected tab.
Main Area
The main area presents the details and allows you to configure information according to the tab selected.
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Avaya Aura™ Contact Center Control Manager User’s Guide
Functional Buttons Buttons
Name
Description
Add
Add a new item.
Edit
Edit the item selected.
Delete
Delete the checked item(s).
Search
Search for agent according to the entered value.
Save
Save changes.
Close
Close the current screen and go back to the last screen.
Import
Import users/agents from an Excel file to the AVAYA AURA™ CONTACT CENTER CONTROL MANAGER application.
CM Properties
View/update the CM properties of an object.
Clone
Clone the user/agent.
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Avaya Aura™ Contact Center Control Manager User’s Guide
Navigation Bar Tabs
Users The Users tab allows you to manage the users and their details. A user can be an agent, supervisor, manager, or administrator. At the User Management tab, you can add users, edit their details, manage their permissions, and assign agent skills.
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Avaya Aura™ Contact Center Control Manager User’s Guide The screen is divided into two sections: Organizational Tree The tree manages the users and sites/Departments/teams in the organizational chart. There are four levels according to the organizational hierarchy: • Root • Site • Department • Team
After highlighting a root, site, Department, or team name, the Users table displays all users under it with their details. “Unassigned” is a group that contains all deleted Agents. The function buttons that manage the site/Department/team details are located at the right side of the screen.
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Avaya Aura™ Contact Center Control Manager User’s Guide Add New Item To add a new team, Department, or site, highlight on the highest level of the item you want to add, and click on the Add button. The Details screen will open: Each item can be added only from the level above it: • • • •
From Root, you can add a site From Site, you can add a Department From Department, you can add a team From Team, you can add a user (in the table)
The higher‐level item will be populated automatically Add New Site screen:
Site Location allows you to set a location for a site. All users and agents under that site will be added to the systems under the linked location (CM, CMS, etc.)
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Avaya Aura™ Contact Center Control Manager User’s Guide Add New Department screen:
Add New Team screen:
Fill in the details. The Show in ANAV checkbox determines whether the branch will be shown in ANAV.
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Avaya Aura™ Contact Center Control Manager User’s Guide Delete Item To delete a team, Department, or site, check the checkbox 5 next to the item and click the Delete button. You can check more than one item to delete. The deleted items are actually set to “not active.” Teams, Departments, or sites that are Not Active will not be presented in the tree or on any relevant screen. If a team, Department, or site is set to Not Active, all agents/users under it will be transferred to the unassigned group. Edit Item To edit item details, double‐click on the item name or highlight it and click on the Edit button. That will open the Details screen for editing. Once you finish editing, click on Save button. You can transfer the team to another Department by choosing one from the drop‐ down list of available Departments. Once it is changed, it will also be changed in the tree. The users in that team will be transferred along with the team. You can transfer a Department to another site by choosing one from the drop‐down list of available sites. Once it is changed, it will also be changed in the tree.
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Avaya Aura™ Contact Center Control Manager User’s Guide Users Table
The Users table shows all users in the chosen item in a grid view. The table displays all users—agents, supervisors, managers, and administrators— with their details. The columns can be sorted by clicking on the column headers. The table is divided to pages, and you can page between them to view the full list of users. If the Show active users only checkbox is checked, only active users will be shown. Once it is unchecked, all users under the chosen item will be shown. The function buttons that manage the user details are located at the top left of the Users table
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Avaya Aura™ Contact Center Control Manager User’s Guide Add New User In order to add a new user, highlight the team name you want to add the user to, and click on the Add button. The Details screen will open, and you can fill in the details.
The User Details screen is divided to five tabs: Users Tab Details The details section contains the user’s personal details. Field
Description
First Name (En)
User’s first name—must be in English*
Last Name (En)
User’s last name—must be in English*
First Name (local User’s first name—used to support local languages lang) other than English* Last Name (local User’s last name—used to support local languages other Lang) than English * Page 19 of 335 Avaya Aura™ Contact Center Control Manager User’s Guide
Avaya Aura™ Contact Center Control Manager User’s Guide Username
The username the user will use to log in to any of the relevant applications (one username for all applications managed via AVAYA AURA™ CONTACT CENTER CONTROL MANAGER )
Password
Password the user will use to log in to any of the relevant applications (one password for all applications managed from AVAYA AURA™ CONTACT CENTER CONTROL MANAGER )
Confirm Password
Enter the password again to confirm it
Avaya Login
The agent’s login ID at Avaya Softphone according to the CM numbering plan (if Dialing Plan is activate, the Avaya login cannot be entered manually; the number is inserted automatically according to the dialing plan)
Team
The team the user is assigned to according to the organizational hierarchical tree
Description
Free text field
*When the agents are entered into the CM automatically from AVAYA AURA™ CONTACT CENTER CONTROL MANAGER , the English name will be entered into the CM, and the first name will be displayed on ANAV and can be entered in any language.
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Avaya Aura™ Contact Center Control Manager User’s Guide Profile The Profile tab is used to manage the user profile. It contains additional enabled fields and tabs. There are four types of profiles: Agent, Supervisor, Manager, and Administrator. Select the radio button to chose the profile type. Once one profile type is selected, new fields and tabs are opened for editing. If Supervisor is chosen, the Extension Number field is displayed. The extension number is essential to the Silent Login and Whisper operations, which are performed by the supervisor. Available applications The Available Applications tab allows you to enable which applications the user can log in to. The permission are set elsewhere in AVAYA AURA™ CONTACT CENTER CONTROL MANAGER . In order to allow a user to log in to an application, mark the checkbox next to the chosen application. Once checked, the user can enter that application using the username and password specified in the Details section. You can select more than one application After you save the Details screen for a new user, the Agent Skills screen will pop up. Here you can assign skills to that agent. You must add at least one skill in order to save the new user. Export to external systems
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Avaya Aura™ Contact Center Control Manager User’s Guide When integration between AVAYA AURA™ CONTACT CENTER CONTROL MANAGER and external systems is implemented using the AVAYA AURA™ CONTACT CENTER CONTROL MANAGER API, this checkbox will be automatically enabled. When saving the user/agent, external integration will be triggered. If the checkbox is not checked, then the specific user/agent won’t be saved to the external systems. AIC properties The AIC properties fields are enabled only when the integration to AIC is enabled and the user has AIC on his Available Applications.
You must configure the following information when adding a new agent/user to AIC: •
Domain
•
Site
•
Task load
•
Task ceiling
•
Workgroup
For more information, please refer to the Avaya Interaction Center administration guide.
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Avaya Aura™ Contact Center Control Manager User’s Guide Clone User
The Clone option allows you to create a new user/agent that copies almost all the properties of the original one.
1. To clone a user/agent, select an agent and click on the •
For an agent, the following properties will be copied : • • • •
•
button.
Team Description Profile Skills and skill levels
For a user, the following properties will be copied : •
Team Page 23 of 335
Avaya Aura™ Contact Center Control Manager User’s Guide
Avaya Aura™ Contact Center Control Manager User’s Guide • • • • • • • • • • •
Description Profile Available applications Permissions Groups to view Campaigns to view Skills to view VDNs to view Vectors to view Locations to view
For both, you must enter the following uncloned properties: • • • •
Name Username Password AVAYA login
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Avaya Aura™ Contact Center Control Manager User’s Guide CM Properties
CM properties allow you to configure the agent properties in the CM, right from AVAYA AURA™ CONTACT CENTER CONTROL MANAGER , in an easy and convenient manner.
In order to view/update the agent’s properties, click on the
button.
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Avaya Aura™ Contact Center Control Manager User’s Guide The following screen will appear:
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Avaya Aura™ Contact Center Control Manager User’s Guide Permissions tab
The Permission tab controls the user’s roles and permissions for each application, in one unified view for all applications. The screen is divided into the various applications that were selected through the Available Applications screen. The user can have only one role for each application. The permissions set for each role are taken from the permissions defined for the role in the AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Permissions Management tab, and can only be edited there. Once a role is chosen, its assigned permissions are shown in read‐only form; they cannot be edited. You cannot set specific permissions for specific users: you can only assign a role.
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Avaya Aura™ Contact Center Control Manager User’s Guide In order to add or update the role, choose one from the drop‐down list, then click the Save button.
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Avaya Aura™ Contact Center Control Manager User’s Guide Skills tab
The Skills tab allows you to assign skills and skill levels for each agent. You can assign or delete skills for an agent by using the arrow buttons.
The screen presents the skills available at the contact center, and which skills and levels that the agent has been assigned in the Agent Skills section. Levels range from 1‐16, which you can chose from the drop‐down list or enter in the text box. The level reflects the skill level of that specific user on that skill. The change is updated directly in the CM.
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Avaya Aura™ Contact Center Control Manager User’s Guide Groups to view tab
The Groups to view tab manages the sites/Departments/teams that the user will be able to see in ANAV and can manage through AVAYA AURA™ CONTACT CENTER CONTROL MANAGER . The Groups to view tab is displayed only if the user profile type is Supervisor, Manager, or Administrator. Check 5 the sites/Departments/teams that the user should see in ANAV. Only these groups will be shown in the agent’s tree and under Display Agents in ANAV and AVAYA AURA™ CONTACT CENTER CONTROL MANAGER .
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Avaya Aura™ Contact Center Control Manager User’s Guide Virtual groups to view
The Virtual groups to view tab manages the virtual groups that this user will be able to see in ANAV and can manage through AVAYA AURA™ CONTACT CENTER CONTROL MANAGER . The Virtual groups to view tab is displayed only if the user’s profile type is Supervisor, Manager, or Administrator. Check 5 the sites/Departments/teams that the user should see in ANAV. Only these groups will be shown in the agent’s tree and under the Display Agents screen in ANAV and AVAYA AURA™ CONTACT CENTER CONTROL MANAGER .
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Avaya Aura™ Contact Center Control Manager User’s Guide Campaigns to view tab The Campaigns to view tab manages the campaigns that this user will be able to see in the ANAV application and that can be managed through AVAYA AURA™ CONTACT CENTER CONTROL MANAGER . The Campaigns to view tab is displayed only if the user’s profile type is Supervisor, Manager, or Administrator. The Available Campaigns section shows all the campaigns in the application. You can assign or remove campaigns to be viewed by the user using the arrow buttons.
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Avaya Aura™ Contact Center Control Manager User’s Guide VDNs to view tab
The VDNs to view tab manages the VDNs that this user will be able to see in the ANAV application and that are managed through AVAYA AURA™ CONTACT CENTER CONTROL MANAGER . The VDNs to view tab is displayed only if the user’s profile type is Supervisor, Manager, or Administrator. Chose the VDNs that the user should see in the ANAV and AVAYA AURA™ CONTACT CENTER CONTROL MANAGER by using the arrow buttons.
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Avaya Aura™ Contact Center Control Manager User’s Guide Skills to view tab
The Skills to view tab manages the skills that this user will be able to see in the ANAV application and that can be managed through AVAYA AURA™ CONTACT CENTER CONTROL MANAGER . The Skills to view tab is displayed only if the user’s profile type is Supervisor, Manager, or Administrator. Chose the skills that the user should see in the ANAV and AVAYA AURA™ CONTACT CENTER CONTROL MANAGER using the arrow buttons.
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Avaya Aura™ Contact Center Control Manager User’s Guide Vectors to view tab
The Vectors to view tab manages the vectors that this user will be able to see and manage in the V‐Vectoring application. The Vectors to view tab is displayed only if the user’s profile type is Supervisor, Manager or Administrator The Vectors to view tab is enabled only if the user has the V‐Vectoring application enabled under Available Applications. You can assign or remove vectors to be viewed by the user by using the arrow buttons.
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Avaya Aura™ Contact Center Control Manager User’s Guide Locations to view tab
The Locations to view tab manages the locations that this user will be able to see and that can be managed through AVAYA AURA™ CONTACT CENTER CONTROL MANAGER . The location access of the user affects which Communication Manager objects he will be able to manage in AVAYA AURA™ CONTACT CENTER CONTROL MANAGER .
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Avaya Aura™ Contact Center Control Manager User’s Guide
Delete Item In order to delete a user, check the checkbox 5 next to the name and click the Delete button. You can check more than one user to delete. Clicking the Delete button deactivates the user. Users that are Not Active will be shown in gray in the User table and will not be shown in the tree on ANAV. A user can be activated from the checkbox on the User Details screen. A user who is Not Active cannot enter any of the applications. Once a user is deleted, the Active checkbox is unchecked.
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Edit User To edit a user’s details, double‐click on the name or highlight it and click on the Edit button. That will open the Details screen for editing. Once you finish editing, click on the Save button.
Users Search To search, enter the value you are looking for in the Search text box and click Search. You cannot search for teams, Departments, or sites—only for users. Only the users under the selected item in the tree are searched. You can search for any detail in the table: first name, last name, Avaya login, or login name.
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Avaya Aura™ Contact Center Control Manager User’s Guide Matching results will be displayed in same table format (the table will display only matching users).
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Permissions Tab The Permissions tab allows you to set the roles for each application and the set of permissions for each role.
Each application will have its own tab under the Permissions tab. Each application tab is divided into two sections: roles and permissions. The Roles section lists all roles, with details. A user’s role controls the set of permissions that the user has in that application. The Permissions section lists the permissions assigned to role. The permission states what the user can see and execute within the application in question. To add new role: Click on the Add button. The Details screen will open:
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Fill in the details: name and description. Then select the permissions assigned to that role by checking 5 the relevant ones. You cannot add new permissions; you can only choose from predefined list. Click Save. To edit a role, double‐click it or highlight its row and click on the Edit button. Double‐clicking on a specific role will display all the users who have that role. Double‐clicking on a name will take you to that user’s record. Follow the same instructions for all applications.
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AVAYA AURA™ CONTACT MANAGER Permissions
CENTER
CONTROL
Permission
Description
Add User
The user can add new users/agents. The user will see the
Delete User
icon above the Agents table.
The user can delete users/agents. icon above the Agents table.
The user will see the Update User
The user can update user/agent details. The user will see the
Import User
The user can import users/agents from Excel files. The user will see the
Clone User
icon above the Agents table.
icon above the Agents table.
The user can clone users and agents. Page 42 of 335 Avaya Aura™ Contact Center Control Manager User’s Guide
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The user will see the icon Add Team
The user can add new teams. The user will see the
Delete Team
icon.
The user can delete teams. The user will see the
Update Team
icon.
The user can add update team details. The user will see the
Add Department
Delete Department
icon.
The user can add new Departments. The user will see the
icon.
The user can delete Departments. The user will see the icon
Update Department
icon
The user can add new sites. The user will see the
Delete Site
icon.
The user can delete sites. icon.
The user will see the Update Site
The user can add update Department details. The user will see the
Add Site
at the user/agent record.
The user can update site details. The user will see the
icon.
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Avaya Aura™ Contact Center Control Manager User’s Guide Add Role
The user can add new roles. The user will see the
Delete Role
icon.
The user can delete roles. The user will see the
Update Role
icon.
The user can update role details and assign permissions to it. The user will see the
Add Skill
icon.
The user can add new skills. The user will see the
Delete Skill
icon.
The user can add delete skills. icon.
The user will see the Update Skill
The user can add update skill details. The user will see the
Add VDN
icon.
The user can add new VDNs. The user will see the
Delete VDN
icon.
The user can delete VDNs. The user will see the
Update VDN
icon.
The user can update VDN details. The user will see the
Add Extension
icon.
The user can add new extensions.
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Avaya Aura™ Contact Center Control Manager User’s Guide The user will see the Delete Extension
icon.
The user can delete extensions. icon.
The user will see the Update Extension
The user can add update extension details. The user will see the
icon.
View CFG Tab
The user will see the top tab: CFG.
View Users Tab
The user will see the top tab: Users
View Permissions Tab
The user will see the top tab: Permissions
View AVAYA Tab
The user will see the top tab: AVAYA
View Campaigns Tab
The user will see the top tab: Campaigns
View CNAV Tab
The user will see the top tab: CNAV
View ONYX Tab
The user will see the top tab: ONYX
View ANAV Tab
The user will see the top tab: ANAV
Update Permissions
User The user can update user permissions. icon.
The user will see Update User Skills
The user can update the user/agent skills. The user will see the
Update Dialing Plan
icon.
The user can update the dialing plan. The user will see the
icon.
Update CFG Databases The user can update data in Databases tab (under the CFG tab). The user will see the
icon.
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Avaya Aura™ Contact Center Control Manager User’s Guide Update CFG Networks The user can update data in the Networks tab (under the CFG tab). The user will see the Update CFG Intervals
The user can update data in the Intervals tab (under CFG tab). The user will see the
Update Campaigns
icon.
icon.
CFG The user can update data in the Campaigns tab (under CFG tab). The user will see the
icon.
Update User Teams to The user can update users' Teams to view. view The user will see the
icon.
Update User The user can update users' Campaigns to view. Campaigns to view The user will see the
icon.
Update User Skills to The user can update users' Skills to view. view The user will see the
icon.
Update User VDNs to The user can update users' VDNs to view. view The user will see the Add Hunt
The user can add a new hunt group. The user will see the
Edit Hunt
icon.
icon.
The user can edit a hunt group. The user will see the
icon.
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Avaya Aura™ Contact Center Control Manager User’s Guide Delete Hunt
The user can delete a hunt group. The user will see the
Add Holiday Table
The user can add a new Holiday table. The user will see the
Edit Holiday Table
icon.
icon.
The user can edit a Holiday table. The user will see the
icon.
Delete a Holiday Table The user can delete a Holiday table. The user will see the
icon.
Add Time of Day Table The user can add a new Time of Day table. The user will see the
icon.
Edit Time of Day Table The user can edit a Time of Day table. The user will see the
icon.
Delete Time of Day The user can delete a Time of Day table. Table The user will see the Add Service Table
Hour The user can add a new Service Hour table. The user will see the
Edit Service Table
icon.
icon.
Hour The user can edit a Service Hour table. The user will see the
icon.
Delete Service Hour The user can delete a Service Hour table. Table
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The user will see the Add Coverage Path
The user can add a new coverage path. The user will see the
Edit Coverage Path
icon.
The user can edit a coverage path. The user will see the
Delete Coverage Path
icon.
icon.
The user can delete coverage path. The user will see the
icon.
Add Coverage Time of The user can add a new coverage time of day. Day The user will see the
icon.
Edit Coverage Time of The user can edit a coverage time of day. Day The user will see the
icon.
Delete Coverage Time The user can delete a coverage time of day. of Day The user will see the Add Pickup Group
The user can add a new pickup group. The user will see the
Edit Pickup Group
icon.
The user can edit pickup groups. The user will see the
Delete Pickup Group
icon.
icon.
The user can delete pickup groups. The user will see the
icon.
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Avaya Aura™ Contact Center Control Manager User’s Guide Add Intercom Group
The user can add a new intercom group. The user will see the
Edit Intercom Group
The user can edit intercom groups. The user will see the
Delete Group
icon.
icon.
Intercom The user can delete intercom groups. The user will see the
Add Group Page
The user can add a new group page. The user will see the
Edited Group Page
icon.
The user can edit group pages. The user will see the
Delete Group Page
icon.
icon.
The user can delete group pages. The user will see the
Add Announcement
The user can add new announcements. The user will see the
Edit Announcement
icon.
icon.
The user can edit announcements. The user will see the
icon.
Delete Announcement The user can delete announcements. The user will see the
icon.
Add off‐pbx‐station‐ The user can add new off‐pbx‐station‐mappings. mapping
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Avaya Aura™ Contact Center Control Manager User’s Guide The user will see the
icon.
Edit off‐pbx‐station‐ The user can edit off‐pbx‐station mappings. mapping The user will see the
icon.
Delete off‐pbx‐station The user can delete off‐pbx‐station‐mappings. mapping The user will see the
icon.
Add off‐pbx‐telephone The user can add a new off‐pbx‐telephone‐config. config The user will see the
icon.
Edit off‐pbx‐ The user can edit off‐pbx‐telephone‐config. telephone‐config The user will see the
icon.
Delete off‐pbx‐ The user can delete off‐pbx‐telephone‐config. telephone‐config icon.
The user will see the
Add tem‐extension The user can add tem‐extension groups. Group The user will see the
icon.
Edit tem‐extension The user can edit tem‐extension‐groups. Group The user will see the
icon.
Delete tem‐extension The user can delete tem‐extension‐groups. group The user will see the Add Template
icon.
The user can add templates. The user will see the
icon.
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Avaya Aura™ Contact Center Control Manager User’s Guide Delete Template
The user can delete templates. The user will see the
Edit Template
icon.
The user can edit templates. The user will see the
Add Dialing Plan
The user can add a dialing plan. The user will see the
Edit Dialing Plan
icon.
The user can edit a dialing plan. The user will see the
Delete Dialing Plan
icon.
icon.
The user can delete a dialing plan. icon.
The user will see the Use CM Exporter
Add Data Module
The user can add a Data Module. The user will see the
Edit Data Module
The user can edit a Data Module. The user will see the
Delete Data Module
icon.
icon.
The user can delete a Data Module. The user will see the
Add VRT
The user can add a VRT. The user will see the
Edit VRT
icon.
icon.
The user can edit a VRT. Page 51 of 335 Avaya Aura™ Contact Center Control Manager User’s Guide
Avaya Aura™ Contact Center Control Manager User’s Guide The user will see the Delete VRT
icon.
The user can delete a VRT. icon.
The user will see the Add Variable
The user can add a Variable. The user will see the
Edit Variable
icon.
The user can edit a Variable. The user will see the
Delete Variable
icon.
The user can delete a Variable. The user will see the
Add Abbr Group
Dialing The user can add an Abbr Dialing Group. The user will see the
Edit Abbr Group
icon.
icon.
Dialing The user can edit an Abbr Dialing Group. The user will see the
icon.
Delete Abbr Dialing The user can delete an Abbr Dialing Group. Group The user will see the Add Abbr Personal
Dialing The user can add an Abbr Dialing Personal. The user will see the
Edit Abbr Group
icon.
icon.
Dialing The user can edit an Abbr Dialing Personal. The user will see the
icon.
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Avaya Aura™ Contact Center Control Manager User’s Guide Delete Abbr Dialing The user can delete an Abbr Dialing Personal. Personal The user will see the Add Abbr System
Dialing The user can add an Abbr Dialing System. The user will see the
Edit Abbr Group
icon.
icon.
Dialing The user can edit an Abbr Dialing System. The user will see the
icon.
Delete Abbr Dialing The user can delete an Abbr Dialing System. System The user will see the Add Abbr Enhanced
Dialing The user can add an Abbr Dialing Enhanced. The user will see the
Edit Abbr Enhanced
icon.
icon.
Dialing The user can edit an Abbr Dialing Enhanced. The user will see the
icon.
Delete Abbr Dialing The user can delete an Abbr Dialing Enhanced. Enhanced The user will see the Add Policy Routing
The user can add a Policy Routing. The user will see the
Edit Policy Routing
icon.
The user can edit a Policy Routing. The user will see the
Delete Policy Routing
icon.
icon.
The user can delete a Policy Routing.
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Avaya Aura™ Contact Center Control Manager User’s Guide
The user will see the Add VUstats
icon.
The user can add a VUstats. The user will see the
Edit VUstats
icon.
The user can edit a VUstats. The user will see the
Delete VUstats
icon.
The user can delete a VUstats. The user will see the
icon.
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Avaya Aura™ Contact Center Control Manager User’s Guide Search permissions AVAYA AURA™ CONTACT CENTER CONTROL MANAGER provides the ability to search for permissions in the AVAYA AURA™ CONTACT CENTER CONTROL MANAGER application.
The search option includes the following features: 1. Free text search from the search box 2. Filter based search based on permissions groups. After searching you can return to the original permission screen by clicking on the “clear search and filter results”.
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Avaya Aura™ Contact Center Control Manager User’s Guide
PDS Permissions
Permission
Description
Agent
PDS agent
System Operator
PDS system operator
Analysis Operator
PDS analysis operator
System Administrator
PDS system administrator
System Auditor
PDS system auditor
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Visual Vector Permissions
Permission
Description
Create adjunct route
The user can create an adjunct route.
Create agent activity
The user can create an agent activity.
Create agent activity test The user can create an agent activity test. Create announcement
The user can create an announcement.
Create busy
The user can create a busy.
Create caller info
The user can create caller info.
Create center info
The user can create center info.
Create center info test
The user can create a center info test.
Create collect
The user can create a collect.
Create consider
The user can create a consider.
Create converse
The user can create a converse.
Create disconnect
The user can create a disconnect.
Create go unconditional Create go to vector
to The user can create a go to unconditional. The user can create a go to vector. Page 57 of 335
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Avaya Aura™ Contact Center Control Manager User’s Guide Create holiday
The user can create a holiday.
Create media‐ The user can create a media‐gateway/port‐network. gateway/port‐network Create message skill
The user can create a message skill.
Create music
The user can create music.
Create queue activity
The user can create a queue activity.
Create queue activity The user can create a queue activity test. test Create unconditional
queue The user can create a queue unconditional.
Create reply
The user can create replies.
Create return
The user can create returns.
Create ring back
The user can create a ring back.
Create route to digits
The user can create a route to digits.
Create route to number
The user can create a route to number.
Create server
The user can create servers.
Create set
The user can create sets.
Create silence
The user can create silences.
Create stop
The user can create a stop.
Create announcement
time The user can create time announcements.
Create time of day
The user can create a time of day.
Create variable
The user can create variables.
Create vector
The user can create vectors.
Delete adjunct route
The user can delete adjunct routes.
Delete agent activity
The user can delete an agent activity.
Delete agent activity test The user can delete an agent activity test. Delete announcement
The user can delete announcements. Page 58 of 335
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Avaya Aura™ Contact Center Control Manager User’s Guide Delete busy
The user can delete a busy.
Delete caller info
The user can delete caller info.
Delete center info
The user can delete center info.
Delete center info test
The user can delete a center info test.
Delete collect
The user can delete a collect.
Delete consider
The user can delete a consider.
Delete converse
The user can delete a converse.
Delete disconnect
The user can delete a disconnect.
Delete go unconditional
to The user can delete a go to unconditional.
Delete go to vector
The user can delete a go to vector.
Delete holiday
The user can delete a holiday.
Delete media‐ The user can delete a media‐gateway/port‐network. gateway/port‐network Delete message skill
The user can delete a message skill.
Delete music
The user can delete music.
Delete queue activity
The user can delete queue activity.
Delete queue activity The user can delete a queue activity test. test Delete unconditional
queue The user can delete a queue unconditional.
Delete reply
The user can delete a reply.
Delete return
The user can delete a return.
Delete ring back
The user can delete a ring back.
Delete route to digits
The user can delete a route to digits.
Delete route to number
The user can delete a route to number.
Delete server
The user can delete a server.
Delete set
The user can delete a set. Page 59 of 335 Avaya Aura™ Contact Center Control Manager User’s Guide
Avaya Aura™ Contact Center Control Manager User’s Guide Delete silence
The user can delete a silence.
Delete stop
The user can delete a stop.
Delete announcement
time The user can delete a time announcement.
Delete time of day
The user can delete a time of day.
Delete variable
The user can delete a variable.
Delete vector
The user can delete a vector.
Save to AVAYA
The user can save to AVAYA.
Update adjunct route
The user can update an adjunct route.
Update agent activity
The user can update agent activity.
Update agent activity The user can update an agent activity test. test Update announcement
The user can update an announcement.
Update busy
The user can update a busy.
Update caller info
The user can update caller info.
Update center info
The user can update center info.
Update center info test
The user can update a center info test.
Update collect
The user can update a collect.
Update consider
The user can update a consider.
Update converse
The user can update a converse.
Update disconnect
The user can update a disconnect.
Update go unconditional
to The user can update a go to unconditional.
Update go to vector
The user can update a go to vector.
Update holiday
The user can update a holiday.
Update media‐ The user can update a media‐gateway/port‐network. gateway/port‐network Update message skill
The user can update a message skill. Page 60 of 335
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Avaya Aura™ Contact Center Control Manager User’s Guide Update music
The user can update music.
Update queue activity
The user can update queue activity.
Update queue activity The user can update a queue activity test. test Update unconditional
queue The user can update a queue unconditional.
Update reply
The user can update a reply.
Update return
The user can update a return.
Update ring back
The user can update a ring back.
Update route to digits
The user can update a route to digits.
Update route to number The user can update a route to number. Update server
The user can update a server.
Update set
The user can update a set.
Update silence
The user can update a silence.
Update stop
The user can update a stop.
Update announcement
time The user can update a time announcement.
Update time of day
The user can update times of day.
Update variable
The user can update variables.
Update vector
The user can update vectors.
View adjunct route
The user can view adjunct routes.
View agent activity
The user can view agent activity.
View agent activity test
The user can view agent activity tests.
View announcement
The user can view announcements.
View busy
The user can view busies.
View caller info
The user can view caller info.
View center info
The user can view center infos.
View center info test
The user can view a center info tests. Page 61 of 335
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Avaya Aura™ Contact Center Control Manager User’s Guide View collect
The user can view a collects.
View consider
The user can view considers.
View converse
The user can view converses.
View disconnect
The user can view disconnects.
View go to unconditional The user can view go to unconditionals. View go to vector
The user can view go to vectors.
View holiday
The user can view holidays.
View media‐ The user can view media‐gateway/port‐networks. gateway/port‐network View message skill
The user can view message skills.
View music
The user can view music.
View queue activity
The user can view queue activity.
View queue activity test
The user can view queue activity tests.
View unconditional
queue The user can view queue unconditional.
View reply
The user can view replies.
View return
The user can view returns.
View ring back
The user can view ring backs.
View route to digits
The user can view route to digits.
View route to number
The user can view route to numbers.
View server
The user can view servers.
View set
The user can view sets.
View silence
The user can view silences.
View stop
The user can view stops.
View announcement
time The user can view time announcements.
View time of day
The user can view times of day.
View variable
The user can view variables. Page 62 of 335 Avaya Aura™ Contact Center Control Manager User’s Guide
Avaya Aura™ Contact Center Control Manager User’s Guide View vector
The user can view vectors.
Search permissions AVAYA AURA™ CONTACT CENTER CONTROL MANAGER provides the ability to search for permissions in the Visual Vectoring application.
The search option includes the following features: 1. Free text search from the search box 2. Filter based search based on permissions groups. after searching you can return to the original permission screen by clicking on the “clear search and filter results”.
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CMS Permissions
Permission Agent read
Description
administration
CMS system set up read Dictionary read
The user can view the CMS dictionary/view the object properties.
Forecast read
Maintenance read
Timetable read
User permissions write
The user can manage user permissions on CMS.
Agent write
administration The user can manage agent properties on CMS.
CMS system set up write Dictionary write
The user can change CMS object properties.
Forecast write
Maintenance write
Timetable write
Call
center Page 64 of 335 Avaya Aura™ Contact Center Control Manager User’s Guide
Avaya Aura™ Contact Center Control Manager User’s Guide administration read Custom reports read
Exceptions read
Mail read
Reports read
The user can view CMS reports.
Unix system write
For system administrators only.
Call center administration write Custom reports write
The user can customize CMS reports.
Exceptions write
Mail write
Reports write
User permissions read
The user can view user permissions.
For more information, please refer to the AVAYA CMS administration guide.
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IVR Permissions
Permission
Description
Add Districts
The user can add districts to list.
Add Hour Of Day
The user can add an hour of day to list.
Add Phone Num Valid
The user can add phone number validation to list.
Add Prompt
The user can add a prompt to list.
Add Prompt Type
The user can add a prompt type to list.
Add Prompts District
The user can add a prompts district to list.
Add Prompts Region
The user can add a prompts region to list.
Add Regions
The user can add regions to list.
Add Schedule
The user can add schedules to list.
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Avaya Aura™ Contact Center Control Manager User’s Guide Add Schedule Default
The user can add a schedule default to an existing schedule.
Add Schedule Exception
The user can add a schedule exception to an existing schedule.
Add Site
The user can add a site to list.
Add System Parameters
The user can add system parameters.
Add Dynamic Menu
The user can add dynamic menus.
Add IVR Point
The user can add IVR points.
Clone Prompt
The user can clone a prompt to create one that is almost identical.
Clone Prompts District
The user can clone a prompts district to create one that is almost identical.
Clone Prompts Region
The user can clone a prompts region to create one that is almost identical.
Delete Districts
The user can delete districts.
Delete Hour Of Day
The user can delete an hour of day.
Delete Phone Num Valid
The user can delete phone number validations.
Delete Prompt
The user can delete prompts.
Delete Prompt Type
The user can delete prompt types.
Delete Prompts District
The user can delete prompts districts.
Delete Prompts Region
The user can delete prompts regions.
Delete Regions
The user can delete regions.
Delete Schedule
The user can delete schedules.
Delete Schedule Default
The user can delete schedule defaults.
Delete Schedule Exception
The user exceptions.
can
delete
Page 67 of 335 Avaya Aura™ Contact Center Control Manager User’s Guide
schedule
Avaya Aura™ Contact Center Control Manager User’s Guide Delete Site
The user can delete sites.
Delete System Parameters
The user can delete system parameters.
Delete IVR Point
The user can delete IVR points.
Delete Dynamic Menu
The user can delete dynamic menus.
Enable Dynamic menu
The user can enable dynamic menu options.
Enable all Dynamic menu
The user can enable all dynamic menus.
Enable General Exception
The user can enable a general exception to a schedule.
Enable Prompt
The user can enable prompts.
Enable Prompts District
The user can enable prompts districts.
Enable Prompts Region
The user can enable prompts regions.
Set Schedule Prompt
The user can assign an existing schedule to a prompt.
Update Dynamic Menu
The user can update dynamic menus.
Update IVR Point
The user can update IVR points.
Update Districts
The user can update districts.
Update Hour Of Day
The user can update an hour of day.
Update Phone Num Valid
The user can update phone number validations.
Update Prompt
The user can update prompts.
Update Prompt Type
The user can update prompt types.
Update Prompts District
The user can update prompts districts.
Update Prompts Region
The user can update prompts regions.
Update Regions
The user can update regions.
Update Schedule
The user can update schedules.
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Avaya Aura™ Contact Center Control Manager User’s Guide Update Schedule Default
The user can update schedule defaults.
Update Schedule Exception
The user exceptions.
Update Site
The user can update sites.
Update System Parameters
The user parameters.
View Customers Tab
The user can view the Customers tab.
View Districts
The user can view districts.
View Dynamic Menus Tab
The user can view the Dynamic Menus tab.
View Dynamic Prompts Tab
The user can view the Dynamic Prompts tab.
View General Tab
The user can view the General tab.
View Hour Of Day
The user can view the Hour of Day.
View IVR Points Tab
The user can view the IVR Points tab.
View Phone Num Valid
The user can view the phone num validation.
View Prompt Type
The user can view prompt types.
View Prompts
The user can view prompts.
View Prompts District
The user can view prompts districts.
View Prompts Region
The user can view prompts regions.
View Regions
The user can view regions.
View Schedule
The user can view schedules.
View Schedule Tab
The user can view the Schedule tab.
View Site
The user can view sites.
View System Parameters
The user can view system parameters.
can
can
update
schedule
update
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system
Avaya Aura™ Contact Center Control Manager User’s Guide
CM Permissions The CM permissions manage the permissions to AVAYA AURA™ CONTACT CENTER CONTROL MANAGER objects in the AVAYA CM.
Permission
Description
Update Extension Abbreviated Dialing
‐ The user can update the Abbreviated Dialing extension properties on the CM from AVAYA AURA™ CONTACT CENTER CONTROL MANAGER .
Update Extension Button Assignments
‐ The user can update the Button Assignments extension properties on the CM from AVAYA AURA™ CONTACT CENTER CONTROL MANAGER .
Update Extension Extension
‐ The user can update the Extension extension properties on the CM from AVAYA AURA™ CONTACT CENTER CONTROL MANAGER
Update Extension Feature Option
‐ The user can update the Feature Option extension properties on the CM from AVAYA AURA™ CONTACT CENTER CONTROL MANAGER .
Update Extension ‐ Site The user can update the Site Data extension properties on Data the CM from AVAYA AURA™ CONTACT CENTER CONTROL MANAGER . Update
Extension
‐ The user can update the Station Option extension properties Page 70 of 335
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Avaya Aura™ Contact Center Control Manager User’s Guide Station Option Update Skill Properties
on the CM from AVAYA AURA™ CONTACT CENTER CONTROL MANAGER . ‐
CM The user can update Skill properties on the CM from AVAYA AURA™ CONTACT CENTER CONTROL MANAGER .
Update User AAS Update User ACW Agent Considered Idle Update User AUDIX Update User AUDIX Name for Messaging Update Answer
User
Auto
Update User AUX Work Reason Code Type Update User Call Handling Preference Update User COR
The user can update user fields on the CM from AVAYA Update User Coverage AURA™ CONTACT CENTER CONTROL MANAGER . Path Update User Agent Calls First
Direct
Update User Agent Skill
Direct
Update User Hears Service Observing Tone Update User Reception
LCW
Update User Local Call Preference Update User Login ID Update User Login ID For Page 71 of 335 Avaya Aura™ Contact Center Control Manager User’s Guide
Avaya Aura™ Contact Center Control Manager User’s Guide ISDN Display Update User Logout Reason Code Type Update User LWC Log External Calls Update User Maximum Time in ACW Before Logout Update User MIA Across Skills Update User Name Update User Extension
Port
Update User Security Code Update User Objective
Service
Update User TN Update VDN ‐ Follows The user can update the VDN’s Follows VDN Override Roles VDN Override Roles properties on the CM from AVAYA AURA™ CONTACT CENTER CONTROL MANAGER . Update VDN ‐ Time Zone The user can update the VDN’s Time Zone properties on the CM from AVAYA AURA™ CONTACT CENTER CONTROL MANAGER . Update VDN ‐ VDN
The user can update the VDN’s VDN properties on the CM from AVAYA AURA™ CONTACT CENTER CONTROL MANAGER .
Update VDN ‐ Variables
VDN The user can update the VDN’s VDN Variables properties on the CM from AVAYA AURA™ CONTACT CENTER CONTROL MANAGER .
View Extension Properties
CM The user can view extensions’ CM properties.
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Avaya Aura™ Contact Center Control Manager User’s Guide
The user will see the View Skill CM Properties
icon.
The user can view skills’ CM properties. The user will see the
icon.
View User CM Properties The user can view users’ CM properties. The user will see the
icon.
View VDN CM Properties The user can view VDNs’ CM properties. The user will see the
icon.
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Avaya Aura™ Contact Center Control Manager User’s Guide
LDAP In order to map LDAP groups to AVAYA AURA™ CONTACT CENTER CONTROL MANAGER roles, a AVAYA AURA™ CONTACT CENTER CONTROL MANAGER administrator needs to access the AVAYA AURA™ CONTACT CENTER CONTROL MANAGER permissions section and create a mapping between the groups and the roles. Each AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Role can be mapped to one or more LDAP groups.
Choose which LDAP roles (from those in the organization’s Active Directory system) to map to the AVAYA AURA™ CONTACT CENTER CONTROL MANAGER role by using the arrow buttons. An LDAP role can be mapped to more than one AVAYA AURA™ CONTACT CENTER CONTROL MANAGER role. If Enable LDAP Integration is not enabled, then this tab will be disabled and you will not be able to click on it. For more information, see the AVAYA AURA™ CONTACT CENTER CONTROL MANAGER /LDAP integration section of this document.
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Avaya CM Objects The AVAYA section of AVAYA AURA™ CONTACT CENTER CONTROL MANAGER allows you to manage different AVAYA Communication Manager features. These are just a few examples: •
Extensions
•
off pbx station mappings
•
off pbx telephone config
•
VDNs
•
Skills
•
Hunt groups
•
Holyday tables
•
Coverage objects (coverage path, remote, time of day, and answer group)
•
Announcements
•
Service Hour tables
•
Groups (pickup groups, intercom groups, group page, and term‐ext group)
•
Time of Day table
•
Data Modules
•
Vector Routing Tables (VRT)
•
Variables
•
Abbr. Dialing Personal
•
Abbr. Dialing Group
•
Abbr. Dialing Enhanced
•
Abbr. Dialing System
•
Policy Routing Tables
•
VUStats Page 75 of 335 Avaya Aura™ Contact Center Control Manager User’s Guide
Avaya Aura™ Contact Center Control Manager User’s Guide •
Numbering plan & Templates
Extensions Adding a new extension The extension management feature allows you to manage all the extensions that are part of the environment.
The extension list includes the following details: Field
Description
Extension Number
The extension number in the CM.
Extension Name
The extension name.
Extension template
The template that the extension was created from. This also indicates the extension type.
Location
The location that the extension is assigned to.
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Avaya Aura™ Contact Center Control Manager User’s Guide To add an extension, click on the Add button. The New Extension screen will open:
Fill in the extension details Field
Description
Extension Number
The extension number.
Extension Name
Free text field.
Extension location
The location that the extension is assigned to.
Extension template (type)
Choose a template. The template indicates the extension type and configuration. Extension templates can be designed in the template section.
Click on the Save
button in order to save the new extension.
The extension will be added automatically to the CM.
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Avaya Aura™ Contact Center Control Manager User’s Guide Editing an extension To edit an existing extension, double‐click the relevant row from the extension list:
The Extension preview screen will appear. From this screen you can perform the following actions: 1. Edit the Extension details by clicking on the CM Properties
The following screen will appear (the screen layout depends on the extension type):
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Avaya Aura™ Contact Center Control Manager User’s Guide The screen layout of the AVAYA AURA™ CONTACT CENTER CONTROL MANAGER extension page is identical to its format in Communication Manager. For more information about the different features that can be used in each extension type, please refer to the official Avaya documentation. 2. Show usage of the extension by clicking on the button
This feature will allow you to see a list of all the objects the extension is connected to. It will also enable you to drill down from the extension to the pickup group the extension is assigned to.
By clicking on the pickup group number you can jump directly to the pickup group for editing. 3. Access the Messaging features of the extension. For more information about the Messaging capabilities please refer to the Messaging section of this document.
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Avaya Aura™ Contact Center Control Manager User’s Guide Deleting an extension To delete an extension, select the checkbox next to the extension that you want to delete and click on the Delete
button.
Searching for an extension The search feature allows you to search for an extension based on its name or number. To use the search option, enter the text to search for and click on the search button (marked in red).
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Off-pbx-station-mapping The off‐pbx‐station‐mapping feature provides users the ability to add, edit, and delete off‐pbx‐station‐mappings. To access the off‐pbx‐station‐mapping management page: 1. Go to the Extensions tab. 2. Click on the Off‐pbx‐station‐mapping button.
Adding an off‐pbx‐station‐mapping To add a new off‐pbx‐station‐mapping, click on the Add
button.
The Add new off‐pbx‐station‐mapping screen will appear:
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Avaya Aura™ Contact Center Control Manager User’s Guide The off‐pbx‐station‐mapping feature is identical to the screen that appears in the CM. For more information about how to use this feature, please refer to the official Avaya documentation. Editing an off‐pbx‐station‐mapping To edit an existing off‐pbx‐station‐mapping, double‐click the relevant row from the off‐pbx‐station‐mapping list:
The following screen will appear:
The off‐pbx‐station‐mapping feature is identical to the screen that appears in the CM. For more information about how to use this feature, please refer to the official Avaya documentation.
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Avaya Aura™ Contact Center Control Manager User’s Guide Searching for an off‐pbx‐station‐mapping The search feature allows you to search for an off‐pbx‐station‐mapping based on its extension number. To use the search option, enter the search text in the search box and click on the search button (marked in red).
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Off-pbx-telephone-config The off‐pbx‐telephone‐config feature allows you to add, edit, and delete off‐pbx‐ telephone‐config. To access the off‐pbx‐telephone‐config management page: 1. Go to the Extensions tab. 2. Click on the Off‐pbx‐telephone‐config button.
Adding an off‐pbx‐telephone‐config
To add a new off‐pbx‐telephone‐config, click on the Add
button.
The Add new off‐pbx‐telephone‐config screen will appear:
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The off‐pbx‐telephone‐config feature is identical to the screen that appears in the CM. For more information about how to use this feature, please refer to the official Avaya documentation. Editing an off‐pbx‐telephone‐config To edit an existing off‐pbx‐telephone‐config, double‐click the relevant row from the off‐pbx‐telephone‐config list:
The following screen will appear:
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Avaya Aura™ Contact Center Control Manager User’s Guide The off‐pbx‐telephone‐config feature is identical to the screen that appears in the CM. For more information about how to use this feature, please refer to the official Avaya documentation. Searching for an off‐pbx‐telephone‐config The search feature allows you to search for an off‐pbx‐telephone‐config based on its extension number. To use the search option, enter the search text in the search box and click on the search button (marked in red).
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VDN The VDN management feature allows you to manage the VDN configuration. To access the VDN management section, navigate to the VDNs tab.
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Avaya Aura™ Contact Center Control Manager User’s Guide Adding a new VDN To add a new VDN, click on the Add button, and the detail screen will open:
Fill in the VDN details: Field
Description
VDN ID
The VDN number
VDN Name (Eng)
The VDN name that will be added to the CM. It must be in English, up to 22 letters, without special characters other than _ (underscore).
VDN Name (local lang)
Used to support local languages other than English. The VDN name can be different from the one used in the CM. That name is what will be displayed in ANAV.
Vector number
The vector that is built in the VDN.
VDN Description
Free text—will not be displayed.
VDN Location
Assignment of the VDN to a location.
VDN Template
The VDN default settings will populate based on the template that was selected. Page 88 of 335
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Avaya Aura™ Contact Center Control Manager User’s Guide Editing a VDN To edit the VDN details, open the VDN record by double‐clicking its row in the VDN list. You can configure the VDN properties on the CM directly from the AVAYA AURA™ CONTACT CENTER CONTROL MANAGER UI. To view/update VDN properties, click on the
button.
The following screen will appear:
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Avaya Aura™ Contact Center Control Manager User’s Guide The VDN feature is identical to the screen that appears in the CM. For more information about how to use this feature, please refer to the official Avaya documentation. Deleting a VDN To delete a VDN, check the checkbox next to the VDN name and click on the Delete button. Searching for a VDN The search feature allows you to search for a VDN based on its name or number. To use the search option, enter the search text in the search box and click on the search button (marked in red).
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Avaya Aura™ Contact Center Control Manager User’s Guide
Skills The skills management feature allows you to manage skill configurations. To access the skill management section, navigate to the Skills tab.
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Avaya Aura™ Contact Center Control Manager User’s Guide Adding a new skill To add a new skill, click the Add button, and the Skill Details screen will open:
Skill details: Field
Description
Skill number
The hunt number in the CM.
Skill Name (Eng)
The VDN name that will be inserted to the CM. Must be in English, up to 22 letters, without special characters other than _ (underscore).
Skill Name (local lang)
Used to support local languages other than English. The VDN name can be different from the Page 92 of 335
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Avaya Aura™ Contact Center Control Manager User’s Guide one at the CM. That name is what will be displayed in ANAV. Skill Description
Free text.
Skill Location
The location that the skill is assigned to.
Skill Template
The skill default settings will populate based on the template that was selected.
Editing a skill To edit the skill details, open the skill record by double‐clicking its row in the skill list. The skill feature is identical to the screen that appears in the CM. For more information about how to use this feature, please refer to the official Avaya documentation. Deleting a skill To delete, check the checkbox next to the skill name and click on the Delete button. Searching for a skill The search feature allows you to search for a skill based on its name or number. To use the search option, enter the search text in the search box and click on the search button (marked in red).
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Avaya Aura™ Contact Center Control Manager User’s Guide
Hunt Groups The hunt group management feature allows you to manage hunt group configurations. To access the hunt group management section, navigate to the Hunt Groups tab.
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Avaya Aura™ Contact Center Control Manager User’s Guide Adding a new hunt group To add a new hunt group, click the Add button, and the Hunt Group Details screen will open:
Enter the hunt group details: Field
Description
Group number
The hunt group number.
Group name
The hunt group name.
Group extension
The hunt group extension number.
Hunt group Location
The location the hunt group is assigned to.
For more information about all other hunt group features, please refer to the official Avaya documentation. Page 95 of 335 Avaya Aura™ Contact Center Control Manager User’s Guide
Avaya Aura™ Contact Center Control Manager User’s Guide AVAYA AURA™ CONTACT CENTER CONTROL MANAGER allows you to add extensions and extension ranges to the hunt group.
Select the Add Extension checkbox and enter the extension number in the text field. Click on Add Extension to add the extension. Select the Add Range checkbox and enter the range of the extensions, then click on Add Range. After adding the extension(s), they will appear in the bottom part of the screen:
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Avaya Aura™ Contact Center Control Manager User’s Guide When working in a location‐based environment, the Add Extension from Location List feature can help users to easily assign extensions to a hunt group.
Click on the Add extension from location list button to get a display of all the extensions that are assigned to the hunt group’s location.
To add an extension, select the checkbox next to the extension and click on the Add button (marked in red).
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Avaya Aura™ Contact Center Control Manager User’s Guide Editing a hunt group To edit hunt group details, open the hunt group record by double‐clicking its row in the hunt group list.
The following screen will appear:
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Avaya Aura™ Contact Center Control Manager User’s Guide The hunt group feature is identical to the screen that appears in the CM. For more information about how to use this feature, please refer to the official Avaya documentation. AVAYA AURA™ CONTACT CENTER CONTROL MANAGER allows you to remove extensions and extension ranges from a hunt group.
Select the Remove Extension checkbox and enter the extension number in the text box. Click on Remove Extension to remove the extension. Select the Remove Range checkbox and enter the range of the extensions, then click on Remove Range. After removing the extension(s), they will be removed from the bottom part of the screen. Deleting a hunt group To delete, select the checkbox next to the hunt group name and click on the Delete button.
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Avaya Aura™ Contact Center Control Manager User’s Guide Searching for a hunt group The search feature allows you to search for a hunt group based on its name or number. To use the search option, enter the search text in the search box and click on the search button (marked in red).
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Holiday Tables The holiday table management feature allows you to manage the configuration of Holiday tables. To access the holiday table management section, navigate to the Holiday Table tab.
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Avaya Aura™ Contact Center Control Manager User’s Guide Adding a new holiday table To add a new holiday table, click the Add button and the detail screen will open:
Enter the Holiday Table details: Field
Description
Holiday Number
The holiday table number.
Holiday Name
The holiday table name.
Holiday Table Location
The location the holiday table is assigned to.
For more information about all other holiday table features, please refer to the official Avaya documentation.
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Avaya Aura™ Contact Center Control Manager User’s Guide Editing a holiday table To edit a holiday table’s details, open the holiday table record by double‐clicking its row in the holiday table list.
The following screen will appear:
Page 103 of 335 Avaya Aura™ Contact Center Control Manager User’s Guide
Avaya Aura™ Contact Center Control Manager User’s Guide The holiday table feature is identical to the screen that appears in the CM. For more information about how to use this feature, please refer to the official Avaya documentation. Deleting a holiday table To delete, select the checkbox next to the holiday table name and click on the Delete button. Searching for a holiday table The search feature allows you to search for a holiday table based on its name or number. To use the search option, enter the search text in the search box and click on the search button (marked in red).
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Avaya Aura™ Contact Center Control Manager User’s Guide
Coverage Path The coverage path management feature allows you to manage the configuration of a coverage path. To access the coverage path management section, navigate to the Coverage tab and click on the Coverage Path button.
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Avaya Aura™ Contact Center Control Manager User’s Guide Adding a new coverage path To add a new coverage path, click the Add button, and the Coverage Path details screen will open:
Enter the coverage path details: Field
Description
Coverage Path Number
The coverage path number.
Alias
The coverage path name.
Coverage Path Location
The location that the coverage path is assigned to.
For more information about all other coverage path features, please refer to the official Avaya documentation.
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Avaya Aura™ Contact Center Control Manager User’s Guide Editing a coverage path To edit the coverage path details, open the coverage path record by double‐clicking its row in the coverage path list.
The following screen will appear:
Page 107 of 335 Avaya Aura™ Contact Center Control Manager User’s Guide
Avaya Aura™ Contact Center Control Manager User’s Guide The coverage path feature is identical to the screen that appears in the CM. For more information about how to use this feature, please refer to the official Avaya documentation. Deleting a coverage path To delete, select the checkbox next to the coverage path name and click on the Delete button. Searching for a coverage path The search feature allows you to search for a coverage path based on its name or number. To use the search option, enter the search text in the search box and click on the search button (marked in red).
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Coverage Answer Group The coverage answer group management feature allows you to manage coverage answer group configurations. To access the coverage answer group management section, navigate to the Coverage tab and click on the Coverage Answer Group button.
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Avaya Aura™ Contact Center Control Manager User’s Guide Adding a new coverage answer group To add a new coverage answer group, click the Add button, and the detail screen will open:
Enter the coverage answer group details: Field
Description
Coverage Answer Group Number
The coverage answer group number
Alias
The coverage answer group name
Coverage Answer Group Name
The name of the coverage answer group
Coverage Answer Group Location
The location the coverage answer group is assigned to.
For more information about all other coverage answer group features, please refer to the official Avaya documentation.
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Avaya Aura™ Contact Center Control Manager User’s Guide Editing a coverage answer group To edit the coverage answer group details, open the coverage answer group record by double‐clicking its row in the coverage answer group list.
The following screen will appear:
Page 111 of 335 Avaya Aura™ Contact Center Control Manager User’s Guide
Avaya Aura™ Contact Center Control Manager User’s Guide The coverage answer group feature is identical to the screen that appears in the CM. For more information about how to use this feature, please refer to the official Avaya documentation. Deleting a coverage answer group To delete, select the checkbox next to the coverage answer group name and click on the Delete button. Searching for a coverage answer group The search feature allows you to search for a coverage answer group based on its name or number. To use the search option, enter the search text in the search box and click on the search button (marked in red).
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Coverage Time Of Day The coverage time of day management feature allows you to manage coverage time of day configurations. To access the coverage time of day management section, navigate to the Coverage tab and click on the Coverage Time of Day button.
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Avaya Aura™ Contact Center Control Manager User’s Guide Adding a new coverage time of day To add a new coverage time of day, click the Add button and the detail screen will open:
Enter the coverage time of day details: Field
Description
Coverage Time of Day Number
The coverage time of day number.
Alias
The coverage time of day name.
Coverage Time of Day Location
The location that the coverage time of day is assigned to.
For more information about all other coverage time of day features, please refer to the official Avaya documentation.
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Avaya Aura™ Contact Center Control Manager User’s Guide Editing a coverage time of day To edit the coverage time of day details, open the coverage time of day record by double‐clicking its row in the coverage time of day list.
The following screen will appear:
The coverage time of day feature is identical to the screen that appears in the CM. For more information about how to use this feature, please refer to the official Avaya documentation. Deleting a coverage time of day To delete, select the checkbox next to the coverage time of day name and click on the Delete button.
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Avaya Aura™ Contact Center Control Manager User’s Guide Searching for a coverage time of day The search feature allows you to search for a coverage time of day based on its name or number. To use the search option, enter the search text in the search box and click on the search button (marked in red).
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Coverage Remote The coverage remote management feature allows you to manage coverage remote configurations. To access the coverage remote management section, navigate to the Coverage tab and click on the Coverage Remote button.
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Avaya Aura™ Contact Center Control Manager User’s Guide Adding a new coverage remote To add a new coverage remote, click the Add button and the detail screen will open:
Enter the coverage remote details: Field
Description
Coverage Remote Number
The coverage remote number
Alias
The coverage remote name
Coverage Remote Location
The location the coverage remote is assigned to.
Number
The number that the remote coverage will use
For more information about all other coverage remote features, please refer to the official Avaya documentation.
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Avaya Aura™ Contact Center Control Manager User’s Guide Editing a coverage remote To edit the coverage remote details, open the coverage remote record by double‐ clicking its row in the coverage remote list.
The following screen will appear:
The coverage remote feature is identical to the screen that appears in the CM. For more information about how to use this feature, please refer to the official Avaya documentation.
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Avaya Aura™ Contact Center Control Manager User’s Guide Deleting a coverage remote To delete, select the checkbox next to the coverage remote name and click on the Delete button. Searching for a coverage remote The search feature allows you to search for a coverage remote based on its name or number. To use the search option, enter the search text in the search box and click on the search button (marked in red).
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Announcement The announcement management feature allows you to manage announcements. To access the announcement management section, navigate to the Announcements tab.
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Avaya Aura™ Contact Center Control Manager User’s Guide Adding a new announcement To add a new announcement, click on the Add button and the detail screen will open:
Enter the announcement details: Field
Description
Announcement Number
The announcement number.
Alias
The announcement name.
Announcement Name
The name of the announcement: should be identical to the announcement .wav file (if there is one).
Announcement Location
The location the announcement is assigned to.
For more information about all other announcement features, please refer to the official Avaya documentation.
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Avaya Aura™ Contact Center Control Manager User’s Guide Editing an announcement To edit the announcement details, open the announcement record by double‐ clicking its row in the announcement list.
The following screen will appear:
The announcement feature is identical to the screen that appears in the CM. For more information about how to use this feature, please refer to the official Avaya documentation.
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Avaya Aura™ Contact Center Control Manager User’s Guide Deleting an announcement To delete, select the checkbox next to the announcement name and click on the Delete button. Searching for an announcement The search feature allows you to search for an announcement based on its name or number. To use the search option, enter the search text in the search box and click on the search button (marked in red).
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Service Hours Tables The service hours table management feature allows you to manage service hours table configurations. To access the service hours table management section, navigate to the Service Hours tab.
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Avaya Aura™ Contact Center Control Manager User’s Guide Adding a new service hours table To add a new service hours table, click the Add button and the detail screen will open:
Enter the service hour table details: Field
Description
Service Hours Number
The service hour table number.
Service Hours Name
The service hour table name.
Service Hour Table Location
The location that the service hour table is assigned to.
For more information about all other service hours table features, please refer to the official Avaya documentation.
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Avaya Aura™ Contact Center Control Manager User’s Guide Editing a service hours table To edit the service hours table details, open the service hour table record by double‐ clicking its row in the service hours table list.
The following screen will appear:
The service hours table feature is identical to the screen that appears in the CM. For more information about how to use this feature, please refer to the official Avaya documentation.
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Avaya Aura™ Contact Center Control Manager User’s Guide Deleting a service hours table To delete, select the checkbox next to the service hours table name and click on the Delete button. Searching for a service hours table The search feature allows you to search for a service hours table based on its name or number. To use the search option, enter the search text in the search box and click on the search button (marked in red).
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Time of Day Tables The time of day table management feature allows you to manage the time of day tables configuration. To access the time of day table management section, navigate to the Time of Day tab.
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Avaya Aura™ Contact Center Control Manager User’s Guide Adding a new time of day table To add a new time of day table, click the Add button and the detail screen will open:
Enter the time of Day table details: Field
Description
Time of Day Number
The time of day table number.
Time of Day Name
The time of day table name.
Time of Day Table Location
The location that the the time of day table is assigned to.
For more information about all other time of day table features, please refer to the official Avaya documentation.
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Avaya Aura™ Contact Center Control Manager User’s Guide Editing a time of day table To edit the time of day table details, open the time of day table record by double‐ clicking its row in the time of day table list.
The following screen will appear:
The time of day table feature is identical to the screen that appears in the CM. For more information about how to use this feature, please refer to the official Avaya documentation.
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Avaya Aura™ Contact Center Control Manager User’s Guide Deleting a time of day table To delete, select the checkbox next to the time of day table name and click on the Delete button. Searching for a time of day table The search feature allows you to search for a time of day table based on its name or number. To use the search option, enter the search text in the search box and click on the search button (marked in red).
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Avaya Aura™ Contact Center Control Manager User’s Guide
Pickup Groups The pickup group management feature allows you to manage the pickup group configurations. To access the pickup group management section, navigate to the Groups tab and click on the Pickup Group button.
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Avaya Aura™ Contact Center Control Manager User’s Guide Adding a new pickup group To add a new pickup group, click the Add button and the detail screen will open:
Enter the pickup group details: Field
Description
Pickup Group Number
The pickup group number.
Alias
The pickup group name.
Pickup group Name
The pickup group name.
Pickup Group Location
The location that the the pickup group is assigned to.
For more information about all other pickup group features, please refer to the official Avaya documentation.
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Avaya Aura™ Contact Center Control Manager User’s Guide AVAYA AURA™ CONTACT CENTER CONTROL MANAGER allows you to add numbers to the pickup group.
Select the Add Extension checkbox and enter the extension number in the text box. Click on Add Extension to add the extension. After adding the extension(s), they will appear in the bottom part of the screen:
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Avaya Aura™ Contact Center Control Manager User’s Guide Editing a pickup group To edit the pickup group details, open the pickup group record by double‐clicking its row in the pickup group list.
The following screen will appear:
The pickup group feature is identical to the screen that appears in the CM. For more information about how to use this feature, please refer to the official Avaya documentation.
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Avaya Aura™ Contact Center Control Manager User’s Guide Drill Down Capabilities While editing a pickup group you have the ability to drill down from the pickup group directly to the assigned extensions. Each extension number is a dynamic link which enables drill down.
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Avaya Aura™ Contact Center Control Manager User’s Guide To remove a number from the pickup group, select the Remove Extension option, enter the number details, then click on Remove Extension.
Deleting a pickup group To delete, select the checkbox next to the pickup group name and click on the Delete button.
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Avaya Aura™ Contact Center Control Manager User’s Guide Searching for a pickup group The search feature allows you to search for a pickup group based on its name or number. To use the search option, enter the search text in the search box and click on the search button (marked in red).
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Avaya Aura™ Contact Center Control Manager User’s Guide
Intercom Groups The intercom group management feature allows you to manage intercom group configurations. To access the intercom group management section, navigate to the Groups tab and click on the Intercom Group button.
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Avaya Aura™ Contact Center Control Manager User’s Guide Adding a new intercom group To add a new intercom group, click the Add button and the detail screen will open:
Enter the intercom group details: Field
Description
Intercom Group Number
The intercom group number.
Alias
The intercom group name.
Intercom Group Location
The location that the the intercom group is assigned to.
For more information about all other intercom group features, please refer to the official Avaya documentation.
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Avaya Aura™ Contact Center Control Manager User’s Guide AVAYA AURA™ CONTACT CENTER CONTROL MANAGER allows you to add numbers to the intercom group.
Select the Add Extension radio button and enter the extension number in the text box. Click on Add Extension in order to add the extension. After adding the extension(s), they will appear in the bottom part of the screen:
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Avaya Aura™ Contact Center Control Manager User’s Guide Editing an intercom group To edit the intercom group details, open the intercom group record by double‐ clicking its row in the intercom group list.
The following screen will appear:
The intercom group feature is identical to the screen that appears in the CM. For more information about how to use this feature, please refer to the official Avaya documentation.
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Avaya Aura™ Contact Center Control Manager User’s Guide To remove a number from the intercom group, select the Remove Extension radio button, enter the number details, then click on Remove Extension.
Deleting an intercom group To delete, select the checkbox next to the intercom group name and click on the Delete button.
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Avaya Aura™ Contact Center Control Manager User’s Guide Searching for an intercom group The search feature allows you to search for an intercom group based on its name or number. To use the search option, enter the search text in the search box and click on the search button (marked in red).
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Avaya Aura™ Contact Center Control Manager User’s Guide
Page Groups The page group management feature allows you to manage page group configurations. To access the page group management section, navigate to the Groups tab and click on the Page Group button.
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Avaya Aura™ Contact Center Control Manager User’s Guide Adding a new page group To add a new page group, click the Add button and the detail screen will open:
Enter the page group details: Field
Description
Page Group Number
The page group number.
Alias
The page group name.
Page group Name
The page group name.
page Group Location
The location that the page group is assigned to.
For more information about all other page group features, please refer to the official Avaya documentation.
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Avaya Aura™ Contact Center Control Manager User’s Guide AVAYA AURA™ CONTACT CENTER CONTROL MANAGER allows you to add numbers to the page group:
Select the Add Extension radio button and enter the extension number in the text box. Click on Add Extension to add the extension. After adding the extension(s), they will appear in the bottom part of the screen.
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Avaya Aura™ Contact Center Control Manager User’s Guide Editing a page group To edit the page group details, open the page group record by double‐clicking its row in the page group list.
The following screen will appear:
The page group feature is identical to the screen that appears in the CM. For more information about how to use this feature, please refer to the official Avaya documentation.
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Avaya Aura™ Contact Center Control Manager User’s Guide To remove a number from the page group, select the Remove Extension option, enter the number details, then click on remove extension.
Deleting a page group To delete, select the checkbox next to the page group name and click on the Delete button.
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Avaya Aura™ Contact Center Control Manager User’s Guide Searching for a page group The search feature allows you to search for a page group based on its name or number. To use the search option, enter the search text in the search box and click on the search button (marked in red).
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Avaya Aura™ Contact Center Control Manager User’s Guide
Term-Ext Groups The term‐ext group management feature allows you to manage term‐ext group configurations. To access the term‐ext group management section, navigate to the Groups tab and click on the Term‐Ext Group button.
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Avaya Aura™ Contact Center Control Manager User’s Guide Adding a new term‐ext group
To add a new term‐ext group, click the Add button and the detail screen will open:
Enter the term‐ext group details: Field
Description
Term‐Ext Group Number
The term‐ext group number.
Alias
The term‐ext group name.
Term‐Ext group Name
The term‐ext group name.
Term‐Ext Group Location
The location the term‐ext group is assigned to.
For more information about all other term‐ext group features, please refer to the official Avaya documentation.
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Avaya Aura™ Contact Center Control Manager User’s Guide Editing a term‐ext group To edit the term‐ext group details, open the term‐ext group record by double‐ clicking its row in the term‐ext group list.
The following screen will appear:
The term‐ext group feature is identical to the screen that appears in the CM. For more information about how to use this feature, please refer to the official Avaya documentation.
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Avaya Aura™ Contact Center Control Manager User’s Guide Deleting a term‐ext group To delete, select the checkbox next to the term‐ext group name and click on the Delete button. Searching for a term‐ext group The search feature allows you to search for a term‐ext group based on its name or number. To use the search option, enter the search text in the search box and click on the search button (marked in red).
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Avaya Aura™ Contact Center Control Manager User’s Guide
Data Modules The Data Module management feature allows you to manage Data Module configurations. To access the Data Module management section, navigate to the Data Module tab.
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Avaya Aura™ Contact Center Control Manager User’s Guide Adding a Data Module To add a new Data Module, click the Add button and the detail screen will open:
Enter the Data Module details: Field
Description
Data Extension
The Data Module Extension number.
Alias
The Data Module Alias name.
Data Module Name
The Data Module name.
Data Module Location
The location the Data Module is assigned to.
For more information about all other Data Module features, please refer to the official Avaya documentation.
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Avaya Aura™ Contact Center Control Manager User’s Guide Editing a Data Module To edit the Data Module details, open the Data Module record by double‐clicking its row in the Data Module list.
The following screen will appear:
The Data Module feature is identical to the screen that appears in the CM. For more information about how to use this feature, please refer to the official Avaya documentation.
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Avaya Aura™ Contact Center Control Manager User’s Guide Deleting a Data Module To delete, select the checkbox next to the Data Module name and click on the Delete button. Searching for a Data Module The search feature allows you to search for a Data Module based on its name or number. To use the search option, enter the search text in the search box and click on the search button (marked in red).
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Avaya Aura™ Contact Center Control Manager User’s Guide
VRT (Vector Routing Tables) The VRT management feature allows you to manage VRT configurations. To access the VRT management section, navigate to the VRT tab.
Adding a VRT To add a new VRT, click the Add button and the detail screen will open:
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Avaya Aura™ Contact Center Control Manager User’s Guide Enter the VRT details: Field
Description
Number
The VRT Number.
Name
The VRT name.
VRT Location
The location the VRT is assigned to.
The VRT screen allows you to insert numbers into different locations of the VRT table. In order to add a number perform the following steps: 1. Select the location in the table where you would like to insert the number (using the checkbox next to each row) 2. Enter the desired number in the “Add Number” field 3. Click on “Add Number”
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Avaya Aura™ Contact Center Control Manager User’s Guide In order to remove a number perform the following steps: 1. Enter the desired number to remove in the “Remove Number” field 2. Click on “Remove Number”
Editing a VRT To edit the VRT details, open the VRT record by double‐clicking its row in the VRT list.
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Avaya Aura™ Contact Center Control Manager User’s Guide The following screen will appear:
In order to add a number perform the following steps: 1. Select the location in the table where you would like to insert the number (using the checkbox next to each row) 2. Enter the desired number in the “Add Number” field 3. Click on “Add Number”
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Avaya Aura™ Contact Center Control Manager User’s Guide In order to remove a number perform the following steps: 1. Enter the desired number to remove in the “Remove Number” field 2. Click on “Remove Number”
Deleting a VRT To delete, select the checkbox next to the VRT name and click on the Delete button. Searching for a VRT The search feature allows you to search for a VRT based on its name or number. To use the search option, enter the search text in the search box and click on the search button (marked in red).
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Avaya Aura™ Contact Center Control Manager User’s Guide
VARIABLES The Variable management feature allows you to manage Variable configurations. To access the Variable management section, navigate to the Variable tab.
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Avaya Aura™ Contact Center Control Manager User’s Guide Adding a Variable To add a new Variable, click the Add button and the detail screen will open:
Enter the Variable details: Field
Description
VAR
The variable to use. Any letter between A‐ZZ
Alias
The Variable Alias name.
Variable Location
The location the Variable is assigned to.
Description
The Variable description
Type
The variable type: For more information of the different Variable types please refer to the Avaya documentation.
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Avaya Aura™ Contact Center Control Manager User’s Guide The AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Variable screen will adjust dynamically based on the Variable Type selected. New fields will appear on the screen (see image below).
For more information about all other Variable features, please refer to the official Avaya documentation.
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Avaya Aura™ Contact Center Control Manager User’s Guide Editing a Variable To edit a Variable, open the Variable record by double‐clicking its row in the Variable list.
The following screen will appear:
The Variable feature is identical to the screen that appears in the CM. For more information about how to use this feature, please refer to the official Avaya documentation.
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Avaya Aura™ Contact Center Control Manager User’s Guide Deleting a Variable To delete, select the checkbox next to the Variable name and click on the Delete button. Searching for a Variable The search feature allows you to search for a Variable based on its name or number. To use the search option, enter the search text in the search box and click on the search button (marked in red).
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Avaya Aura™ Contact Center Control Manager User’s Guide
ABBREVIATED DIALING GROUP The Abbreviated Dialing Group management feature allows you to manage Abbreviated Dialing Groups configurations. To access the Abbreviated Dialing Group section, navigate to the Abbr.Dialing tab and click on the Abbreviated Dialing Group button.
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Avaya Aura™ Contact Center Control Manager User’s Guide Adding a new Abbreviated Dialing Group To add a new Abbreviated Dialing Group, click the Add button and the detail screen will open:
Enter the Abbreviated Dialing Group details: Field
Description
Group List
The Abbreviated Dialing Group list number
Group Name
The Abbreviated Dialing Group name
Abbreviated Dialing Group Location
The location the Abbreviated Dialing Group is assigned to.
For more information about all other Abbreviated Dialing Group features, please refer to the official Avaya documentation.
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Avaya Aura™ Contact Center Control Manager User’s Guide Editing an Abbreviated Dialing Group To edit the Abbreviated Dialing Group details, open the Abbreviated Dialing Group record by double‐clicking its row in the Abbreviated Dialing Group list.
The following screen will appear:
The Abbreviated Dialing Group feature is identical to the screen that appears in the CM. For more information about how to use this feature, please refer to the official Avaya documentation.
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Avaya Aura™ Contact Center Control Manager User’s Guide Deleting an Abbreviated Dialing Group To delete, select the checkbox next to the Abbreviated Dialing Group name and click on the Delete button. Searching for an Abbreviated Dialing Group The search feature allows you to search for an Abbreviated Dialing Group based on its name or number. To use the search option, enter the search text in the search box and click on the search button (marked in red).
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Avaya Aura™ Contact Center Control Manager User’s Guide
ABBREVIATED DIALING Personal The Abbreviated Dialing Personal management feature allows you to manage Abbreviated Dialing Personal configurations. To access the Abbreviated Dialing Group section, navigate to the Abbr.Dialing tab and click on the Abbreviated Dialing Personal button.
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Avaya Aura™ Contact Center Control Manager User’s Guide Adding a new Abbreviated Dialing Personal To add a new Abbreviated Dialing Personal, click the Add button and the detail screen will open:
Enter the Abbreviated Dialing Group details: Field
Description
Personal List
The Abbreviated Dialing Personal list personal number
List number
The Abbreviated Dialing Personal list number (extension number)
List name
The Abbreviated Dialing Personal list name
Abbreviated Dialing Group Location
The location the Abbreviated Dialing Group is assigned to.
For more information about all other Abbreviated Dialing Personal features, please refer to the official Avaya documentation.
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Avaya Aura™ Contact Center Control Manager User’s Guide Editing an Abbreviated Dialing Personal To edit the Abbreviated Dialing Personal details, open the Abbreviated Dialing Personal record by double‐clicking its row in the Abbreviated Dialing Group list.
The following screen will appear:
The Abbreviated Dialing Personal feature is identical to the screen that appears in the CM. For more information about how to use this feature, please refer to the official Avaya documentation.
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Avaya Aura™ Contact Center Control Manager User’s Guide Deleting an Abbreviated Dialing Personal To delete, select the checkbox next to the Abbreviated Dialing Personal name and click on the Delete button. Searching for an Abbreviated Dialing Personal The search feature allows you to search for an Abbreviated Dialing Personal based on its name or number. To use the search option, enter the search text in the search box and click on the search button (marked in red).
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Avaya Aura™ Contact Center Control Manager User’s Guide
ABBREVIATED DIALING SYSTEM The Abbreviated Dialing System management feature allows you to manage Abbreviated Dialing System configurations. To access the Abbreviated Dialing System section, navigate to the Abbr.Dialing tab and click on the Abbreviated Dialing System button.
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Avaya Aura™ Contact Center Control Manager User’s Guide Adding a new Abbreviated Dialing System To add a new Abbreviated Dialing System, click the Add button and the detail screen will open:
Enter the Abbreviated Dialing System details: Field
Description
Alias name
The alias name of the Abbreviated Dialing System
CM
The communication manager that is assigned to this Abbreviated Dialing System
For more information about all other Abbreviated Dialing System features, please refer to the official Avaya documentation.
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Avaya Aura™ Contact Center Control Manager User’s Guide Editing an Abbreviated Dialing System To edit the Abbreviated Dialing System details, open the Abbreviated Dialing System record by double‐clicking its row in the Abbreviated Dialing System list.
The following screen will appear:
The Abbreviated Dialing System feature is identical to the screen that appears in the CM. For more information about how to use this feature, please refer to the official Avaya documentation.
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Avaya Aura™ Contact Center Control Manager User’s Guide Deleting an Abbreviated Dialing System To delete, select the checkbox next to the Abbreviated Dialing System name and click on the Delete button. Searching for an Abbreviated Dialing System The search feature allows you to search for an Abbreviated Dialing System based on its name or number. To use the search option, enter the search text in the search box and click on the search button (marked in red).
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Avaya Aura™ Contact Center Control Manager User’s Guide
ABBREVIATED DIALING ENHANCED The Abbreviated Dialing Enhanced management feature allows you to manage Abbreviated Dialing Enhanced configurations. To access the Abbreviated Dialing Enhanced section, navigate to the Abbr.Dialing tab and click on the Abbreviated Dialing Enhanced button.
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Avaya Aura™ Contact Center Control Manager User’s Guide Adding a new Abbreviated Dialing Enhanced To add a new Abbreviated Dialing Enhanced, click the Add button and the detail screen will open:
Enter the Abbreviated Dialing Enhanced details: Field
Description
List number
The number of the Abbreviated Dialing Enhanced list
Alias name
The alias name of the Abbreviated Dialing Enhanced
Location
The location the Abbreviated Dialing Enhanced is assigned to
For more information about all other Abbreviated Dialing Enhanced features, please refer to the official Avaya documentation.
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Avaya Aura™ Contact Center Control Manager User’s Guide Editing an Abbreviated Dialing Enhanced To edit the Abbreviated Dialing Enhanced details, open the Abbreviated Dialing Enhanced record by double‐clicking its row in the Abbreviated Dialing Enhanced list.
The following screen will appear:
The Abbreviated Dialing Enhanced feature is identical to the screen that appears in the CM. For more information about how to use this feature, please refer to the official Avaya documentation.
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Avaya Aura™ Contact Center Control Manager User’s Guide Deleting an Abbreviated Dialing Enhanced To delete, select the checkbox next to the Abbreviated Dialing Enhanced name and click on the Delete button. Searching for an Abbreviated Dialing Enhanced The search feature allows you to search for an Abbreviated Dialing Enhanced based on its name or number. To use the search option, enter the search text in the search box and click on the search button (marked in red).
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Avaya Aura™ Contact Center Control Manager User’s Guide
Policy Routing Tables The Policy Routing Table management feature allows you to manage Policy Routing Table configurations. To access the Policy Routing Table section, navigate to the Policy Routing Table tab.
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Avaya Aura™ Contact Center Control Manager User’s Guide Adding a new Policy Routing Table To add a new Policy Routing Table, click the Add button and the detail screen will open:
Enter the Policy Routing Table details: Field
Description
Number
The number of the Policy Routing Table
Alias name
The alias name of the Policy Routing Table
Location
The location the Policy Routing Table is assigned to
Type
Percentage
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Avaya Aura™ Contact Center Control Manager User’s Guide Period
The period count of the policy routing table In order to assign a VDN to a Policy Routing Table click on
AVAYA AURA™ CONTACT CENTER CONTROL MANAGER will display a list of all the VDN’s based on the user’s “Location to view” permissions.
In order to select a VDN double click on the row.
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Avaya Aura™ Contact Center Control Manager User’s Guide
enter the %Target of calls in the Target field. For more information about all other Policy Routing Table features, please refer to the official Avaya documentation.
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Avaya Aura™ Contact Center Control Manager User’s Guide Editing an Policy Routing Table To edit the Policy Routing Table details, open the Policy Routing Table record by double‐clicking its row in the Policy Routing Table list.
The following screen will appear:
The Policy Routing Table feature is identical to the screen that appears in the CM. For more information about how to use this feature, please refer to the official Avaya documentation.
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Avaya Aura™ Contact Center Control Manager User’s Guide Deleting an Policy Routing Table To delete, select the checkbox next to the Policy Routing Table name and click on the Delete button. Searching for an Policy Routing Table The search feature allows you to search for an Policy Routing Table based on its name or number. To use the search option, enter the search text in the search box and click on the search button (marked in red).
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Avaya Aura™ Contact Center Control Manager User’s Guide
VUSTATS The VUSTAT management feature allows you to manage VUSTAT configurations. To access the VUSTATS section, navigate to the VUSTAT tab.
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Avaya Aura™ Contact Center Control Manager User’s Guide Adding a new VUSTAT To add a new VUSTAT, click the Add button and the detail screen will open:
Enter the Abbreviated Dialing Enhanced details: Field
Description
Format name
The name of the VUSTAT
Format number
The number of the VUSTAT
Location
The location the VUSTAT is assigned to
For more information about all other VUSTAT features, please refer to the official Avaya documentation.
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Avaya Aura™ Contact Center Control Manager User’s Guide Editing an VUSTAT To edit the VUSTAT details, open the VUSTAT record by double‐clicking its row in the VUSTAT list.
The following screen will appear:
The VUSTAT feature is identical to the screen that appears in the CM. For more information about how to use this feature, please refer to the official Avaya documentation.
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Avaya Aura™ Contact Center Control Manager User’s Guide Deleting an VUSTAT To delete, select the checkbox next to the VUSTAT name and click on the Delete button. Searching for an VUSTAT The search feature allows you to search for an VUSTAT based on its name or number. To use the search option, enter the search text in the search box and click on the search button (marked in red).
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Avaya Aura™ Contact Center Control Manager User’s Guide
Templates AVAYA AURA™ CONTACT CENTER CONTROL MANAGER manages templates for extensions, VDNs, skills, and agents.
A template is a predefined object configuration that can be used to create new extensions, VDNs, skills, or agents. Each template is assigned to a location and will only appear if the new object is related to the same location as the template. For example: when adding a new extension that is assigned to Location B, the user will only see the available extension templates that are assigned to Location B (and likewise for VDNs, skills, and agents).
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Avaya Aura™ Contact Center Control Manager User’s Guide Adding extension templates To add an extension template, click on the Extensions button under the Templates tab.
Click on the Add button to add a new template.
The Extension Type field allows you to change between the different extension types. Each extension type is reflected with a different set of fields and properties. Page 197 of 335 Avaya Aura™ Contact Center Control Manager User’s Guide
Avaya Aura™ Contact Center Control Manager User’s Guide Field
Description
Extension Type
The type of the extension that will be used.
Template Name
The name of the template.
Template Location
The location the template is assigned to.
Default
Defines whether this template will be the default extension template for the location.
The extension feature is identical to the screen that appears in the CM. For more information about how to use this feature, please refer to the official Avaya documentation. Editing extension templates To edit an extension template, click on the Extensions button under the Templates tab and double‐click the template that you want to edit.
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Avaya Aura™ Contact Center Control Manager User’s Guide Deleting extension templates To delete an extension template, click on the Extensions button under the Templates tab, select the extension, and click on the Delete button. Adding VDN templates To add a VDN template, click on the VDNs button under the Templates tab.
The click on the Add button to add a new template.
The VDN Type field allows you to change between the different VDN types. Each VDN type is reflected with a different set of field and properties. Page 199 of 335 Avaya Aura™ Contact Center Control Manager User’s Guide
Avaya Aura™ Contact Center Control Manager User’s Guide Field
Description
VDN Type
The type of the VDN that will be used.
Template Name
The name of the template.
Template Location
The location the template is assigned to.
Default
Defines whether this template will be the default VDN template for the location.
The VDN feature is identical to the screen that appears in the CM. For more information about how to use this feature, please refer to the official Avaya documentation. Editing VDN templates To edit a VDN template, click on the VDNs button under the Templates tab and double‐click the template that you want to edit.
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Avaya Aura™ Contact Center Control Manager User’s Guide Deleting VDN templates To delete a VDN template, click on the VDNs button under the Templates tab, select the VDN, and click on the Delete button. Adding skills templates To add a skills template, click on the Skills button under the Templates tab.
Then click on the Add button to add a new template.
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Avaya Aura™ Contact Center Control Manager User’s Guide The Skill Type field allows you to change between the different skill types. Each skill type is reflected with a different set of field and properties. Field
Description
Skill Type
The skill type that will be used.
Template Name
The name of the template.
Template Location
The location the template is assigned to.
Default
Defines whether this template will be the default Skill template for the location.
The skill feature is identical to the screen that appears in the CM. For more information about how to use this feature, please refer to the official Avaya documentation. Editing skill templates To edit a skill template, click on the Skills button under the Templates tab and double‐click the template that you want to edit.
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Avaya Aura™ Contact Center Control Manager User’s Guide Deleting skill templates To delete a skill template, click on the Skill button under the Templates tab, select the skill, and click on the Delete button. Adding agent templates To add an agent template, click on the Agents button under the Templates tab.
Then click on the Add button to add a new template.
The Agent Type field allows you to change between the different agent types. Each agent type is reflected with a different set of field and properties. Page 203 of 335 Avaya Aura™ Contact Center Control Manager User’s Guide
Avaya Aura™ Contact Center Control Manager User’s Guide Field
Description
Agent Type
The agent type that will be used
Template Name
The name of the template.
Template Location
The location the template is assigned to.
Default
Defines whether this template will be the default agent template for the location.
The agent feature is identical to the screen that appears in the CM. For more information about how to use this feature, please refer to the official Avaya documentation. Editing agent templates To edit an agent template, click on the Agent button under the Templates tab and double‐click the template that you want to edit.
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Avaya Aura™ Contact Center Control Manager User’s Guide Deleting agent templates To delete an agent template, click on the Agents button under the Templates tab, select the agent, and click on the Delete button.
Dialing Plan
The AVAYA AURA™ CONTACT CENTER CONTROL MANAGER dialing plan allows you to manage the numbering logic of the environment. There are two types of dialing plans that can be used in the AVAYA AURA™ CONTACT CENTER CONTROL MANAGER environment: Type
Description
In Range
When this feature is enabled, each time a new object is created, the system will check if the object number is within the range defined in the location’s dialing plan. If the number is outside of the range, the user will not be able to create the object.
Range Management
When this feature is enabled, the system handles assigning numbers automatically for each new object, based on the location’s dialing plan.
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Avaya Aura™ Contact Center Control Manager User’s Guide To add a new dialing plan, click on the Add button, and the New Dialing Plan screen will appear:
Each object is handled separately in the dialing plan, and the management features can be enabled and disabled for each object. For each object you can enter the start/end range for numbering, then click on the Save button. The dialing plan assigned to the location is managed in the CFG tab under each location.
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Avaya Aura™ Contact Center Control Manager User’s Guide
Messaging The Messaging feature in AVAYA AURA™ CONTACT CENTER CONTROL MANAGER allows you to manage different AVAYA Messaging systems. These supported messaging systems are: •
CM Messaging
•
Modular Messaging
•
Intuity
•
Audix
Configuring Messaging Systems Messaging systems are configured in the CFG section under the UM tab. You can configure unlimited number of Messaging systems and assign them to locations.
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Avaya Aura™ Contact Center Control Manager User’s Guide The table below describes the different parameters that are should be configured in order to enable the Messaging integration: System Type
Field
Description
All
Alias Name
The alias name of the UM system.
Type
The system type: MM, Intuity, audix, CM messaging.
UM Server Host
The host name or IP address of the UM server.
Port
The port number that is used for the integration.
Username
The username that is used for the integration.
Password
The user password.
Version
The version of the Messaging system
Database server name
The name of the database server that is used by the UM solution (if there is one).
UM Database Name
The name of the database.
For Future Use
UM Username
Database The username that is used for the integration.
UM Database Password Modular Messaging LDAP mmld
The user password. The host name of your MM server. For example “ITNVMSS”
LDAP Version
2
Protocol
none
Security Authentication Simple Page 209 of 335 Avaya Aura™ Contact Center Control Manager User’s Guide
Avaya Aura™ Contact Center Control Manager User’s Guide Type Based Context
O=Modular Msg Servers,DC=private,DC=local 2
Version
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Messaging Systems and Locations Each Messaging system must be assigned to a location in order to allow users to administer voicemails.
The following diagram explains the relationship between Extensions, Locations and Messaging systems:
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Avaya Aura™ Contact Center Control Manager User’s Guide As seen in the image above the environment includes: 1. Two Locations (A&B) 2. A single Communication Manager (CM A) 3. Two Messaging systems (A&B) Location A is assigned to: •
CM A
•
Messaging A
Location B is assigned to: •
CM A
•
Messaging B
If extension that is assigned to Location A (Extension 2000) then the messaging system that this extension will be released to is Messaging A because it belongs to the same location A. If extension that is assigned to Location B (Extension 2001) then the messaging system that this extension will be released to is Messaging B because it belongs to the same location B. Only one messaging system can be assigned to a location.
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Messaging Permissions AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Messaging integration includes the following set of permissions: Name
Description
View Messaging
View only (Mandatory permissions in order to view the Messaging button in the extension page)
Add Messaging
Ability to add a messaging feature to a User / Extension
Delete Messaging
Ability to delete a messaging feature to a User / Extension
Advanced Messaging
Access the advanced features of the messaging page
The Messaging permissions are part of the AVAYA AURA™ CONTACT CENTER CONTROL MANAGER application.
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Using the Messaging Feature The messaging feature can be accessed from the Extension page. In order to access the messaging feature you must have the relevant permissions.
As part of the “Edit Extension” page you will see the “Messaging” button. After clicking on the Messaging button the system will show on the screen a list of fields that are related to the Messaging system. Based on the messaging system that is assigned to the location different types of fields will be shown (for example: CM Messaging will have different fields then Modular Messaging).
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Avaya Aura™ Contact Center Control Manager User’s Guide By default AVAYA AURA™ CONTACT CENTER CONTROL MANAGER will show only the minimal amount of fields that are required for a new Messaging feature. CMM/Intuity/Audix – Standard Fields Name
Description
Name
The name of the voice mail. by default the system will show the name of the extension
Extension
The messaging extension number. by default the system will show the extension number
Password
Enter the password of the voice mail.
CMM/Intuity/Audix – Advanced Fields By clicking on the advanced field button AVAYA AURA™ CONTACT CENTER CONTROL MANAGER will expose an additional set of fields:
For more information about the additional fields please refer to the official Avaya documentation. Page 215 of 335 Avaya Aura™ Contact Center Control Manager User’s Guide
Avaya Aura™ Contact Center Control Manager User’s Guide Modular Messaging – Standard Fields
Name
Description
First name
The first name of the voice mail. by default the system will show the name of the extension
Last Name
The Last name of the voice mail. by default the system will show the name of the extension
Mailbox number
The messaging extension number. by default the system will show the extension number
Password
Enter the password of the voice mail.
Numeric address
The messaging numeric address. by default the system will show the extension number
PBX Extension
The PBX extension number behind this voice mail. by default the system will show the extension number
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Avaya Aura™ Contact Center Control Manager User’s Guide Class of Service (COR)
The COR the messaging is assigned to
Community ID
The community ID
Modular Messaging – Advanced Fields By clicking on the advanced field button AVAYA AURA™ CONTACT CENTER CONTROL MANAGER will expose an additional set of fields: For more information about the additional fields please refer to the official Avaya documentation.
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Save Translation AVAYA AURA™ CONTACT CENTER CONTROL MANAGER enables users to perform the “Save Translation” command in the Avaya Communication Manager after they add/edit/delete Avaya Objects in the environment.
The save translation button appear in the top part of the Avaya screen and is accessible only to users with save translate permissions in AVAYA AURA™ CONTACT CENTER CONTROL MANAGER . In multi CM environments the when the user has access to more then one CM the system will prompt the user with the list of CM’s and will allow him to select to which CM to perform the save translate command.
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Visual Phone AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Visual Phone is an application that allows users to manage Phone Buttons from a graphical interface with Drag & Drop capabilities. The visual phone is accessible in two different modes: 1. AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Admin – Users that are managing extensions in AVAYA AURA™ CONTACT CENTER CONTROL MANAGER can launch the visual phone application from within the AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Admin “Edit Extension” Page 2. Standalone Application – AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Visual Phone can be exposed to non administrative users. Every user can manage his personal phone and access only his phone buttons. AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Visual Phone requires Microsoft Silverlight to be installed on the Client Machine. The application will prompts the user with an installation option in case Silverlight won’t be installed on the machine. For more information about Microsoft Silverlight please refer to: http://www.microsoft.com/silverlight/
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Visual Phone – AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Admin In order to use the visual phone application from within AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Admin you will have to access the “Edit Extension” page. The “View Visual Phone” button will appear on the screen only if you have the visual phone permissions in AVAYA AURA™ CONTACT CENTER CONTROL MANAGER .
The “View visual phone” button will launch the visual phone application in a separate web browser and will show you an image of the phone:
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Avaya Aura™ Contact Center Control Manager User’s Guide The Visual Phone screen is divided into three parts:
Toolbar The toolbar that includes info and the save button
Phone Image Button Types
The visual Image of your phone
Different feature buttons that can be used
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Avaya Aura™ Contact Center Control Manager User’s Guide Phone Image The visual phone image is a dynamic image the responds to the computer mouse movements. When moving the mouse on top of a phone button the system will display the button type that is used.
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Avaya Aura™ Contact Center Control Manager User’s Guide By right clicking a button the user will be able to perform the following actions: 1. Remove the feature button that is configured 2. Edit the button details
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Avaya Aura™ Contact Center Control Manager User’s Guide For example, if the button is an “autodial” button then you can configure the dialed number:
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Avaya Aura™ Contact Center Control Manager User’s Guide Button Types AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Visual Phone doesn’t support all the button types that are available in AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Admin or the Avaya Communication Manager. Only the following set of buttons can be used in AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Visual Phone:
With every new release ITNAVIGATOR intends to add additional feature buttons. In order to configure a feature button on a phone you can drag and drop the required feature button from the button types section into the phone image. When the feature button will be on top of the button area the visual phone application will emphasize the phone buttons and will allow you to easily assign the feature to the button. Page 225 of 335 Avaya Aura™ Contact Center Control Manager User’s Guide
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Toolbar The toolbar allows you to perform the following actions: 1. Logout from the application 2. View the extension number and type 3. Change the Extension Password 4. Manage soft buttons 5. Save your changes
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Visual Phone – Standalone Application Using the AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Visual Phone application as standalone application requires the following configuration steps: 1. Create a AVAYA AURA™ CONTACT CENTER CONTROL MANAGER User for every user that requires access to the visual phone 2. Assign to every user an extension number in AVAYA AURA™ CONTACT CENTER CONTROL MANAGER
3. Enter a username and password for the user These steps will allow the configured user to manage his personal extension.
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Avaya Aura™ Contact Center Control Manager User’s Guide Browse to the visual phone login page:
Enter the username and password and login.
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Avaya Aura™ Contact Center Control Manager User’s Guide The Visual Phone screen is divided into three parts: The Visual Phone screen is divided into three parts:
Toolbar The toolbar that includes info and the save button
Phone Image
Button Types
The visual Image of your phone
Different feature buttons that can be used
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Avaya Aura™ Contact Center Control Manager User’s Guide Phone Image The visual phone image is a dynamic image the responds to the computer mouse movements. When moving the mouse on top of a phone button the system will display the button type that is used.
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Avaya Aura™ Contact Center Control Manager User’s Guide By right clicking a button the user will be able to perform the following actions: 3. Remove the feature button that is configured 4. Edit the button details
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Avaya Aura™ Contact Center Control Manager User’s Guide For example, if the button is an “autodial” button then you can configure the dialed number:
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Avaya Aura™ Contact Center Control Manager User’s Guide Button Types AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Visual Phone doesn’t support all the button types that are available in AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Admin or the Avaya Communication Manager. Only the following set of buttons can be used in AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Visual Phone:
With every new release ITNAVIGATOR intends to add additional feature buttons.
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Avaya Aura™ Contact Center Control Manager User’s Guide In order to configure a feature button on a phone you can drag and drop the required feature button from the button types section into the phone image. When the feature button will be on top of the button area the visual phone application will emphasize the phone buttons and will allow you to easily assign the feature to the button.
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Avaya Aura™ Contact Center Control Manager User’s Guide Toolbar The toolbar allows you to perform the following actions: 1. Logout from the application 2. View the extension number and type 3. Change the Extension Password 4. Manage soft buttons 5. Save your changes
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System Configuration The CFG Tab allows system administrators to manage and configure the AVAYA AURA™ CONTACT CENTER CONTROL MANAGER environment, including integration with various Avaya systems and external applications.
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Avaya Aura™ Contact Center Control Manager User’s Guide Locations
Locations are the core entity of the AVAYA AURA™ CONTACT CENTER CONTROL MANAGER environment. Each object that is managed in the application is assigned to a location, and the location configuration affects user permissions and access to the different parts of the application. When configuring a new location, you must assign the location all relevant systems that provide services in the location. The following table summarizes the location configuration details: Type
Description
CM Servers
The communication manager servers that are assigned to the location. (More the one server is supported, but if more than one is configured, then refer to the special configuration guide).
CMS Servers
The AVAYA CMS servers that are assigned to the location (more than one server is supported).
PDS Servers
The AVAYA proactive content servers that are assigned to the location.
AIC Servers
The AVAYA interaction center servers that are assigned to the location.
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Avaya Aura™ Contact Center Control Manager User’s Guide JTAPI/TSAPI Servers
The ANAV reporting servers that are assigned to the location.
External Systems
The external systems that are integrated with AVAYA AURA™ CONTACT CENTER CONTROL MANAGER which are assigned to the location.
Dialing Plan
The dialing plan that is assigned to the location (only one is supported).
UM
The unified messaging solutions (MM, Intuity, Audix) that are assigned to the location.
File Servers
The file servers for IP Phones that are assigned to the location.
CCE Config
The CCE configuration servers that are assigned to the location.
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Avaya Aura™ Contact Center Control Manager User’s Guide CM The CM section allows you to configure all the communication managers that are integrated with AVAYA AURA™ CONTACT CENTER CONTROL MANAGER . AVAYA AURA™ CONTACT CENTER CONTROL MANAGER supports the following configuration: Type
Description
Direct CM integration
AVAYA AURA™ CONTACT CENTER CONTROL MANAGER integrates with the CM directly through the management port.
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Avaya Aura™ Contact Center Control Manager User’s Guide Direct CM integration 1. Enter http://localhost/Avaya Aura™ Contact Center Control Manager .
2. Click on the Add button. 3. AES DSN = 1 4. Enter the details of the communication manager:
Type
Description
CM Alias Name
The alias name of the communication manager.
CM IP Address
The IP address of the management port.
CMS ACD
The CMS ACD of the configured CM. If you don’t know, then enter “1”.
CM Username
The username that AVAYA AURA™ CONTACT CENTER CONTROL MANAGER will use for the CM integration.
CM Password
The password that AVAYA AURA™ CONTACT CENTER CONTROL MANAGER is going to use for the CM integration.
CM Type
The CM type (s8300,s8400,s8500,s8700).
CM Version
The version of the CM.
Is PIN required?
When using AES‐based integration, the PIN code feature should be disabled. Page 240 of 335
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Avaya Aura™ Contact Center Control Manager User’s Guide CM PIN
The PIN code of the user that AVAYA AURA™ CONTACT CENTER CONTROL MANAGER will use for the CM integration.
VAL The VAL tab allows you to configure all announcement cards that are part of the environment.
To configure an announcement card, perform the following steps: 1. Select a CM from the drop‐down list:
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Avaya Aura™ Contact Center Control Manager User’s Guide 2. The system will display all announcement cards that are part of that CM. 3. Click on the card.
4. Enter an alias name for the card. This is the name that will be displayed in the announcement section. 5. Click on the Save
button.
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Avaya Aura™ Contact Center Control Manager User’s Guide Managing groups To manage VAL groups, perform the following steps: 1. Select the CM from the drop‐down list:
2. Enter an alias name and the group number:
3. Click on the
button.
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Avaya Aura™ Contact Center Control Manager User’s Guide 4. Select fields for all the announcement cards that are part of the group from the drop‐down lists:
5. Click on the Save button.
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Avaya Aura™ Contact Center Control Manager User’s Guide UM The UM section manages integration with the various unified messaging systems that are integrated with AVAYA AURA™ CONTACT CENTER CONTROL MANAGER .
To configure a UM integration with AVAYA AURA™ CONTACT CENTER CONTROL MANAGER , fill the following fields: Field
Description
Alias Name
The alias name of the UM system.
Type
The system type: MM, Intuity, audix, CM messaging.
UM Server Host
The host name of the UM server.
Port
The port number that is used for the integration.
Username
The username that is used for the integration.
Password
The user password.
Database server name
The name of the database server that is used by the UM solution (if there is one). Page 245 of 335
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Avaya Aura™ Contact Center Control Manager User’s Guide UM Database Name
The name of the database.
UM Database Username
The username that is used for the integration.
UM Database Password
The user password.
CMS
Field
Description
Database Name
CMS
Server Type
Informix 2000
Host/Port
The host name and port number of the CMS Informix database.
OpenLink Driver Name
OpenLink Generic 32 Bit Driver v4.0.
Username
The username for the CMS database (with insert/update/delete privileges).
Password
The user’s password.
Activate CMS Functionality
Disable/enable CMS integration.
Solaris Server IP
The server used to connect to the CMS database when adding users.
Solaris Server Username
The Solaris username.
Solaris Server Password
The Solaris username’s password. Page 246 of 335
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Avaya Aura™ Contact Center Control Manager User’s Guide Default
The default CMS server.
More than one CMS server can be added. PC
Field
Description
PDS Server Host
The host name of the AVAYA predictive dialer server.
Prefix
For future use.
Username
The username that has access to the AVAYA PDS server (preferred username is “craft”).
Password
The user’s password.
PDS Database Name
For future use.
PDS Server Name
For future use.
PDS Server Username
For future use.
PDS Server Password
For future use.
Default
The default PDS server.
Activate PDS Functionality
If checked, the agents added to AVAYA AURA™ CONTACT CENTER CONTROL MANAGER will be Page 247 of 335
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Avaya Aura™ Contact Center Control Manager User’s Guide added automatically to the PDS. More than one PDS server can be added. NAV Reporting
Field
Description
JTAPI Functionality server IP
The JTAPI server IP address.
JTAPI Functionality server port
The JTAPI server port.
ANAV listing port
The ANAV state machine port.
JTAPI keep a live interval
The keep alive interval between the JTAPI and the state machine.
ANAV server path
The path for the ANAV state machine .exe file.
Campaign importer path
For future use.
Default
The default SMS server.
JTAPI servers IP
The JTAPI server IP addresses.
JTAPI port
The JTAPI servers port.
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Avaya Aura™ Contact Center Control Manager User’s Guide System Parameters
Field
Description
Support Local Language
Allows object names to be added in local languages (for non‐English sites).
Render Interval (ms)
The interval (in ms) at which the IIS will refresh the UI.
Read Interval (ms)
The interval (in ms) at which the ANAV campaign statistics will be reloaded.
Reload Interval (ms)
The interval (in ms) at which the system will reload the data from the database.
Backup Interval (ms)
For future use.
Watch Interval (ms)
For future use.
Waiting Time‐out (s)
For future use.
Waiting Time‐out Interval (s)
For future use.
ADGroup Agent
The Name of the Active Directory group that is mapped to the Contact Center Agents
AD Synch Cycle Time
The time in Milliseconds to sync objects from active directory
AES Agent Group
Not used
AES DSN
Not used
Agent Default Skill
The default skill which is assigned to Agents that are provisioned from active directory
Agent range management
Not used
Agent TCP Server IP
The IP Address of the ANAV functional server
Agent TCP Server port
The port of the ANAV functional server
AIC Enabled
Not used Page 249 of 335 Avaya Aura™ Contact Center Control Manager User’s Guide
Avaya Aura™ Contact Center Control Manager User’s Guide AIC Port
Not used
AIC Server Type
Not used
AIC Enabled
Not used
AIPOINT Query
The time in seconds which ANAV will query the AIPOINT system
AIPOINT Reread internal
The time in seconds ANAV will query the AIPOINT system
AVAYA Web Connection
Services The number of active connections ANAV will use to the AES system for SMS
Avaya Web Service Password
The password used by the ANAV AES user to connect to the AES
Avaya WebService Path
The URL of the Avaya SMS web service
Avaya WebService time out
The number of milliseconds to wait for a timeout from the Avaya AES SMS service
Avaya WebService Username
The username ANAV is using to access the AES SMS Connection
Change skill notify
Not used
Clear DMS Time
The hour of the day that ANAV will clear the DMS
CM Extension num
The number of extensions that will be displayed in the extension page of AVAYA AURA™ CONTACT CENTER CONTROL MANAGER
CM Extension per page
The number of extensions per page that will be displayed in AVAYA AURA™ CONTACT CENTER CONTROL MANAGER
CM Port
The port used by the provisioning server to connect to the CM. the number can be 5023 or 5022
CMImport host
The IP address of the server that hosts the CM importer service
CMImport port
The port number used by the CM Import service
DCS Buffer size
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Avaya Aura™ Contact Center Control Manager User’s Guide DCS Bulk package size
Not used
DCS Snapshots path
Not used
DCS Write Interval
Not used
DMS Queue Timeout
Not used
Event Stream IP
The IP address of the ANAV TSAPI Probe
Event Stream Protocol
The type of protocol used by the ANAV TSAPI Probe. either TCP or UDP
Expired WC Interval
Not used
Expired WC Delta Interval
Not used
Export folder
Not used
Export host
Not used
Export password
Not used
Export port
Not used
Export username
Not used
Extension file prefix
Not used
Extension Range Management
Not used
IP TCP Sender
The IP address of the ANAV functional service
AVAYA AURA™ CONTACT Not used CENTER CONTROL MANAGER Path to WebBase Network keep a live
Not used
Port Listener
Not used
Port Listener 1
Not used
Port Listener 2
Not used
Port TCP Sender
The port number used by the ANAV TSAPI Functional service
Prov Service Host
The IP address of the AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Provisioning Server
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Avaya Aura™ Contact Center Control Manager User’s Guide Prov Service Port
The port used by the AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Provisioning Server
Prov Service SMS Interactions Not used count Prov Service SMS Wait Period
Not used
Skill grp number range
Not used
Skill range management
Not used
Skill sync
Not used
Solaris IP Address
Not used
Solaris password
Not used
Solaris username
Not used
State machine path
The path where the ANAV state machine is installed
Sync Agents
Not used
Terminal TCP Server IP
Not used
Terminal TCP Server port
Not used
UDF Enabled
Not used
UM Enabled
Not used
VDN Range Management
Not used
VDN Var AF
0
VDN Var AJ
0
Vdn Var AK
0
Vdn Var AM
0
VDN TCP Server IP
The IP Address of the ANAV VDN PROBE
VDN TCP Server Port
The port of the ANAV VDN probve
Version
Not used
Enable myNAV Integration
myNAV integration to AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Page 252 of 335
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Avaya Aura™ Contact Center Control Manager User’s Guide DEM Connector IP
The IP address of the DEM connector used for Modular Messaging administration
DEM Connector Port
The port number of the DEM connector
AVAYA AURA™ CONTACT The URL of the Visual Vectoring web site CENTER CONTROL MANAGER VisualVectoring URL AVAYA AURA™ CONTACT The URL of the IVR Management application CENTER CONTROL MANAGER IVR URL AVAYA AURA™ CONTACT The URL of the CCE Management application CENTER CONTROL MANAGER CCE URL AVAYA AURA™ CONTACT The URL of the AVAYA AURA™ CONTACT CENTER CENTER CONTROL MANAGER CONTROL MANAGER importer Importer URL AVAYA AURA™ CONTACT The URL of the AVAYA AURA™ CONTACT CENTER CENTER CONTROL MANAGER CONTROL MANAGER Visual Phone VISUALPHONE URL AVAYA AURA™ CONTACT The URL of the AVAYA AURA™ CONTACT CENTER CENTER CONTROL MANAGER CONTROL MANAGER Schedule server ScheduleServer URL Delete Users
Set to “Yes” if you want to physically delete users from the AVAYA AURA™ CONTACT CENTER CONTROL MANAGER database Set to “No” if you want users to stay in “Not Active” mode inside the AVAYA AURA™ CONTACT CENTER CONTROL MANAGER database
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Avaya Aura™ Contact Center Control Manager User’s Guide Campaigns
Field
Description
Answered calls SQL Query
Queries for the ANAV campaign statistics.
Bad calls SQL Query Non‐dialed records SQL Query Reschedule calls SQL Query Campaign state SQL Query Total records SQL Query
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Avaya Aura™ Contact Center Control Manager User’s Guide LDAP Settings
Field
Description
Enable LDAP integration
Enables/disables LDAP integration for the entire application.
Enable Auto Sync
For future use.
LDAP Server name
The LDAP server name.
LDAP Server port
The LDAP server port.
Username
The username used for AVAYA AURA™ CONTACT CENTER CONTROL MANAGER /LDAP integration.
Password
The password for the username.
Sync time (seconds) Single log in capabilities in AVAYA AURA™ CONTACT CENTER CONTROL MANAGER and ANAV When LDAP integration is enabled, users that access AVAYA AURA™ CONTACT CENTER CONTROL MANAGER or ANAV are logged in automatically with all their permissions and roles based on LDAP integration. If user is not recognized or none of his or her roles in A.D. are mapped to AVAYA AURA™ CONTACT CENTER CONTROL MANAGER , the standard login screen is displayed. Page 255 of 335 Avaya Aura™ Contact Center Control Manager User’s Guide
Avaya Aura™ Contact Center Control Manager User’s Guide External Systems
The External System feature allows AVAYA AURA™ CONTACT CENTER CONTROL MANAGER to integrate with any system that is part of the organization environment, regardless of platform or protocol. Field
Description
Username
The authentication username for the external system.
Password
The username’s password.
Server name
The server that the data is exported to.
Server port
The port number used.
Protocol
The protocol for data transfer.
Timeout
The timeout, in seconds.
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Avaya Aura™ Contact Center Control Manager User’s Guide Enable Agents export
Allows agents to be exported.
Enable Extensions export
Allows extensions to be exported.
Enable VDNs export
Allows VDNs to be exported.
Enable Skills export
Allows skills to be exported.
Enable Vectors export
Allows vectors to be exported.
You can integrate with more than one external system. For more information, please see the AVAYA AURA™ CONTACT CENTER CONTROL MANAGER developer’s guide.
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Avaya Aura™ Contact Center Control Manager User’s Guide Avaya Interaction Center (AIC)
Field
Description
Type
The database type: Oracle or MS SQL
Database name
The AIC database name.
Server name
The AIC server name.
Username
The username that will be used by the AVAYA AURA™ CONTACT CENTER CONTROL MANAGER /AIC integration server.
Password
The username’s password.
Port
The port used for the database.
Default
The default AIC server.
Activate AIC functionality
Enables/disables AIC integration for the entire application.
You can add more than one AIC server.
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Avaya Aura™ Contact Center Control Manager User’s Guide CM Exporter
Field
Description
Service port
Default values.
Service host
Default values.
Username
Default values.
Password
Default values.
Local save path
Default values.
External read path
Default values.
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Avaya Aura™ Contact Center Control Manager User’s Guide CM Importer
Field
Description
Service port
Default values.
Service host
Default values.
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Avaya Aura™ Contact Center Control Manager User’s Guide Databases
Field
Description
Main connection string
Server name
The name of database server.
Database name
The name of the AVAYA AURA™ CONTACT CENTER CONTROL MANAGER database.
Username
The AVAYA AURA™ CONTACT CENTER CONTROL MANAGER database username.
Password
The AVAYA AURA™ CONTACT CENTER CONTROL MANAGER
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the
Avaya Aura™ Contact Center Control Manager User’s Guide database password.
username
Campaign connection string
Server name
The Avaya Contact express preview database server name.
Database name
The Avaya Contact express preview database name.
Username
The Avaya Contact express preview database username.
Password
The Avaya Contact express preview database username password.
CNAV connection string
Project name
Server name
The CNAV server name.
database
Database name
The CNAV name.
database
Username
The CNAV username.
database
Password
The CNAV database username password.
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Avaya Aura™ Contact Center Control Manager User’s Guide AIPOINT Integration
Server name
The AIPOINT database server name.
Database name
The AIPOINT database name.
Username
The AIPOINT database username.
Password
The AIPOINT database username password.
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Avaya Aura™ Contact Center Control Manager User’s Guide File servers The file server section allows you to configure the integration between AVAYA AURA™ CONTACT CENTER CONTROL MANAGER and the file servers that host the configuration files for the IP phones (this feature is enabled only up through version 2.1).
Field
Description
Alias Name
The file server alias name.
IP Address
The file server IP address.
Port
The port that is used by the file server’s web server (the same port that is used by the IP phones)
Folder
The folder that the files are configured to work with. This should be http://serverip/folder
Username
The username that AVAYA AURA™ CONTACT CENTER CONTROL MANAGER uses to access the Page 264 of 335 Avaya Aura™ Contact Center Control Manager User’s Guide
Avaya Aura™ Contact Center Control Manager User’s Guide folder. Password
The password that AVAYA AURA™ CONTACT CENTER CONTROL MANAGER uses to access the server.
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Avaya Aura™ Contact Center Control Manager User’s Guide
Active Directory Provisioning
AVAYA AURA™ CONTACT MANAGER /LDAP Overview
CENTER
CONTROL
The AVAYA AURA™ CONTACT CENTER CONTROL MANAGER /LDAP integration capability allows you to configure AVAYA AURA™ CONTACT CENTER CONTROL MANAGER to work with Active Directory. Users from Active Directory can be automatically synchronized to AVAYA AURA™ CONTACT CENTER CONTROL MANAGER and all relevant AVAYA systems with their permissions. The following features are enabled through Active Directory Provisioning: 1. User Management – Manage User records and their permissions across the different applications that AVAYA AURA™ CONTACT CENTER CONTROL MANAGER integrates with 2. Agent Management – Provision agents into Communication Manager and related systems 3. Extension Management – Provision extensions into the Communication Manager based on templates
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Avaya Aura™ Contact Center Control Manager User’s Guide
Active Directory – Group Based Mapping AVAYA AURA™ CONTACT CENTER CONTROL MANAGER integration to Active Directory is done through Active Directory Group Mapping to AVAYA AURA™ CONTACT CENTER CONTROL MANAGER objects: AVAYA AURA™ CONTACT Mapping to Active Directory Group CENTER CONTROL MANAGER Object AVAYA AURA™ CONTACT Each AVAYA AURA™ CONTACT CENTER CONTROL CENTER CONTROL MANAGER MANAGER role can be mapped to an Active Roles Directory Group. The group mapping between AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Roles and Active Directory groups enables you to provision Users from Active Directory directly into the AVAYA AURA™ CONTACT CENTER CONTROL MANAGER and the different Avaya systems that are integrated to AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Extension Templates
Each extension template that is managed by AVAYA AURA™ CONTACT CENTER CONTROL MANAGER can be mapped to an Active Directory group. This mapping will allow you to provision extensions into the Communication Manager directly from Active Directory
AVAYA AURA™ CONTACT AVAYA AURA™ CONTACT CENTER CONTROL CENTER CONTROL MANAGER MANAGER System parameter table allows you to Agents map an Active Directory group into a generic AVAYA AURA™ CONTACT CENTER CONTROL Page 267 of 335 Avaya Aura™ Contact Center Control Manager User’s Guide
Avaya Aura™ Contact Center Control Manager User’s Guide MANAGER parameter. This mapping will enable you to provision Contact Center Agents from Active Directory Organization hierarchy based Each Team that is part of the AVAYA AURA™ Team CONTACT CENTER CONTROL MANAGER org chart can be mapped to an active directory group. This mapping allows you to provision users/agents into specific parts of the org chart.
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Avaya Aura™ Contact Center Control Manager User’s Guide
A AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Team must be mapped to an Active Directory group in order to allow provisioning. Based on a mapping between an Active Directory Group and a AVAYA AURA™ CONTACT CENTER CONTROL MANAGER team The AVAYA AURA™ CONTACT CENTER CONTROL MANAGER provision server is able to provision a user due to: 1. Assigning the user to a team in the AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Org chart 2. Provisioning the user to the relevant Avaya systems based on the assigned Location (the AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Team is assigned to a location in the AVAYA AURA™ CONTACT CENTER CONTROL MANAGER org chart)
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Avaya Aura™ Contact Center Control Manager User’s Guide
Role mapping Role mapping between active directory groups and AVAYA AURA™ CONTACT CENTER CONTROL MANAGER roles allows the administrator to manage user permissions for any application directly from AVAYA AURA™ CONTACT CENTER CONTROL MANAGER . The user details and permissions are synchronized and updated every time there is a change in the Active Directory. For example, if the organization uses CMS, you can build a role in Active Directory and map it to a CMS role using AVAYA AURA™ CONTACT CENTER CONTROL MANAGER . In order to map a AVAYA AURA™ CONTACT CENTER CONTROL MANAGER role to Active Directory group perform the following steps: 1. Go to the Permissions tab 2. Select the application (click on the CMS tab as an exmaple) 3. Edit the required Role 4. Click on the LDAP Mapping tab
5. Select the desired Active Directory Group from the left side and map it to the Role Page 270 of 335 Avaya Aura™ Contact Center Control Manager User’s Guide
Avaya Aura™ Contact Center Control Manager User’s Guide
Each user who has the Active Directory group that was mapped to the CMS role in AVAYA AURA™ CONTACT CENTER CONTROL MANAGER will automatically be provisioned into CMS with these set of permissions. Each Active Directory role can be mapped to multiple roles on other applications. This means you can build a role on Active Directory and map it to more than one application using AVAYA AURA™ CONTACT CENTER CONTROL MANAGER (CMS, AIC, PDS, CCE, AVAYA AURA™ CONTACT CENTER CONTROL MANAGER , etc.). This will automatically grant the users who have those LDAP role permissions at all mapped applications.
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Avaya Aura™ Contact Center Control Manager User’s Guide
Team Mapping Mapping between an Active Directory Group and a AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Team is mandatory in order to provision a user. A user that is not assigned to an Active Directory Group which is mapped to a AVAYA AURA™ CONTACT CENTER CONTROL MANAGER team will not be provisioned. 1. Go to the AVAYA AURA™ CONTACT CENTER CONTROL MANAGER User section
2. Navigate to the Team you would like to assign to an Active Directory Group 3. Select the Team and click on the edit Team button
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Avaya Aura™ Contact Center Control Manager User’s Guide 4. Select the LDAP Mapping tab
5. Select the desired Active Directory Group from the left side and map it to the Team
6. Save
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Avaya Aura™ Contact Center Control Manager User’s Guide
Extension Template Mapping Mapping between an Active Directory Group and a AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Extension template will allow you to provision Extensions directly to the Communication Manager from your Active Directory. 1. Navigate to Avaya>Templates>Extensions
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Avaya Aura™ Contact Center Control Manager User’s Guide 2. Select the Extension Template you would like to edit
3. Click on the LDAP Mapping tab
4. Select the desired Active Directory Group from the left side and map it to the Team 5. Save
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Avaya Aura™ Contact Center Control Manager User’s Guide
Agent Mapping and Provisioning Contact Center Agents can be provisioned directly from active directory to the Avaya Communication Manager and different Adjuncts. The following steps describe how to enable the Agent provisioning: 1. Navigate to AVAYA AURA™ CONTACT CENTER CONTROL MANAGER CFG>LDAP Settings
2. Enter the name of the Active Directory Group which will enable Agent Provisioning under the AD Group Agent system parameter
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Avaya Aura™ Contact Center Control Manager User’s Guide 3. Navigate to the Permissions>CM section
4. Map the Agent role to the same Active Directory group you just entered in the system parameters
5. Save
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Avaya Aura™ Contact Center Control Manager User’s Guide
How to Work with A.D. Integration To create a user in Active Directory: 1. Create a new user in Active Directory:
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Avaya Aura™ Contact Center Control Manager User’s Guide 2. Enter the user details:
3. Enter the user password (this password doesn’t affect applications that don’t support single logon):
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Avaya Aura™ Contact Center Control Manager User’s Guide
4. Click on the Finish button.
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Avaya Aura™ Contact Center Control Manager User’s Guide 5. Open the user details and select the group membership. Groups that are mapped to AVAYA AURA™ CONTACT CENTER CONTROL MANAGER roles will trigger the AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Active Directory Sync service user‐creation process.
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Avaya Aura™ Contact Center Control Manager User’s Guide When creating a user/agent, you must to enter the following fields under the Telephones tab:
Pager = Agent ID (will be inserted into the CM and other systems) IP Phone = Extension number that will be provisioned into AVAYA AURA™ CONTACT CENTER CONTROL MANAGER
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Avaya Aura™ Contact Center Control Manager User’s Guide 6. Click on OK to save the user. Users that were created in Active Directory cannot be deleted via AVAYA AURA™ CONTACT CENTER CONTROL MANAGER ; only from Active Directory. Users that were created in Active Directory will have default password “itnv” on all systems that do not support single sign on. For users that are to be used on PDS, the username must be 3‐8 letters long.
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Avaya Aura™ Contact Center Control Manager User’s Guide
Audit Log
AVAYA AURA™ CONTACT MANAGER Audit Log
CENTER
CONTROL
The AVAYA AURA™ CONTACT CENTER CONTROL MANAGER database contains an audit log that shows all the changes made in the application and who made them. The changes include those made from AVAYA AURA™ CONTACT CENTER CONTROL MANAGER and skill changes made in ANAV. The audit log shows all changes. To view the audit log, go to: SQL Server Management Æ Databases Æ AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Æ Tables Æ dbo_audit_logs
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Audit log fields descriptions: Field
Description
Audit_Id
Internal ID.
User_Id
The ID of user who made the change.
User_first_name
The first name of user who made the change.
User_Last_Name_
The last name of user who made the change.
Audit_Date
The date and time that change took place.
Audit_Action
The actual action that was made in the AVAYA AURA™ CONTACT CENTER CONTROL MANAGER application or the skill change in ANAV: I: Insert Page 285 of 335 Avaya Aura™ Contact Center Control Manager User’s Guide
Avaya Aura™ Contact Center Control Manager User’s Guide U: Update D: Delete Audit_Entity
The type of entity/object that was changed: skill, user, etc.
Audit_Description
Change description.
Audit_Entity_Id
The ID of the actual object that has been changed: which skill, which user, etc.
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Avaya Aura™ Contact Center Control Manager User’s Guide
CM Audit Log The AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Synchronizer can synchronize the Communication Manager History log and keep it in the AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Database.
The Audit tab in AVAYA AURA™ CONTACT CENTER CONTROL MANAGER will allow you to access the CM audit log.
You can search the Audit Log based on the following parameters: •
AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Location
•
Object (Based on the CM object like Station, VDN and etc)
•
Date From
•
Date To
•
From Time
•
To Time
•
Qualifier/Login/Action
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Avaya Aura™ Contact Center Control Manager User’s Guide
Multi-location/Multi-site Enviroment AVAYA AURA™ CONTACT CENTER CONTROL MANAGER is designed using a location‐ based architecture. Locations are virtual objects that are created in AVAYA AURA™ CONTACT CENTER CONTROL MANAGER . All the objects handled by the environment can be grouped into locations. The following section provides an overview of the location logic used in AVAYA AURA™ CONTACT CENTER CONTROL MANAGER .
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Avaya Aura™ Contact Center Control Manager User’s Guide
Managing Locations Deciding on the location structure in your environment is a fundamental step in setting up AVAYA AURA™ CONTACT CENTER CONTROL MANAGER . Before deciding on the location structure, you will need to answer the following questions: 1. Why do I want to manage locations? To deal with security/permissions, or to distinguish between multi‐location objects that are handled in a single CM? 2. Am I managing a single CM or multiple CMs? 3. Which Avaya products are part of my environment? How do I use them across organization/locations? 4. What is the organizational hierarchy that I should use? Answering these questions will help you to define your location structure. The following table shows an example of a location structure for a CM/CMS environment: Location name
CM
Demo Location A
My CM
Demo Location B
My CM
CMS
IPT file server
production
My production CMS A
File server A
production
My production CMS B
File server B
The following details are required in order to integrate with the communication manager: Object
Description
AES IP Address
The IP address of the AES server connected via SMS to the CM which is managed.
CM IP Address
The IP address that is used by ASA to connect Page 289 of 335 Avaya Aura™ Contact Center Control Manager User’s Guide
Avaya Aura™ Contact Center Control Manager User’s Guide to and manage the CM. CM Username
A username for the CM.
CM Password
A password for the CM.
CMS ACD
If you are using CMS ACD partitioning, fill out this section.
CM Alias Name
The alias name of your CM.
The following details are required in order to integrate with the CMS: Object
Description
CMS IP Address
The IP address of the CMS machine.
CMS Username
A username for the CMS system with full admin privileges for the CMS, including UNIX access.
CMS Password
The username’s password.
Root password
The password of the CMS root user.
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Avaya Aura™ Contact Center Control Manager User’s Guide The following details are required in order to integrate with the file servers*: Object
Description
File Server IP Address
The file server IP address.
Alias Name
The file server alias name.
Folder
The IIS director where the files are located (usually “backup”).
Username
The username to access this folder.
Password
The username’s password.
* used in order to manage button labels and IPPhone books.
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Avaya Aura™ Contact Center Control Manager User’s Guide
Managing an Organizational Hierarchy AVAYA AURA™ CONTACT CENTER CONTROL MANAGER provides you the ability to define an organizational structure. The organizational structure includes: Sites: the highest hierarchy in the organization Departments: a child to sites Teams: the lowest level of the organizational hierarchy, which is populated by all the organization’s users and agents. When designing the organizational structure, there are several things to consider: 1. The organizational structure allows you to assign a user to only one team>Department>site. 2. AVAYA AURA™ CONTACT CENTER CONTROL MANAGER provides you the ability to manage virtual groups. Virtual group objects allow you to connect a user/agent to an unlimited number of virtual groups. 3. Virtual groups can be integrated with CMS agent groups. 4. The locations that were defined in the previous step are mapped to sites (see next page). Tip: usually a site represents a city/physical location, and a Department represents a department.
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Avaya Aura™ Contact Center Control Manager User’s Guide The following table shows an example of an organizational structure: Site
Department
Team
New York
Sales
Team A Team B
Miami
Service
Team C
Back Office
Back office team
Management
Managers
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Avaya Aura™ Contact Center Control Manager User’s Guide
Assigning Locations to Sites After creating an organizational structure and locations, you will need to assign locations to sites. By assigning a location to a site, you are mapping between the different Avaya systems that are part of this location and the users that will be created in this site. When a new agent/user/extension is saved under a site, the NA360 Provisioning server saves the agent directly into the CM assigned to the location that is assigned to the site, and then into the CMS dictionary.
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Avaya Aura™ Contact Center Control Manager User’s Guide
New Agent
Site
Location
CM 1
CMS
AVAYA Objects and Locations Locations also affect the configuration of different Avaya components in AVAYA AURA™ CONTACT CENTER CONTROL MANAGER , such as: •
VDNs
•
Skills
•
Extensions
•
Vectors
•
Coverage objects
•
Holiday table/time of day Page 295 of 335 Avaya Aura™ Contact Center Control Manager User’s Guide
Avaya Aura™ Contact Center Control Manager User’s Guide …and every other AVAYA object in AVAYA AURA™ CONTACT CENTER CONTROL MANAGER .
Each one of these objects must be assigned to a location in a multi‐location/multi‐ site environment.
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Avaya Aura™ Contact Center Control Manager User’s Guide
Managing AVAYA Objects Users’ ability to manage specific AVAYA objects depends on the location permissions that are assigned to them. When implementing AVAYA AURA™ CONTACT CENTER CONTROL MANAGER in an existing environment, the process of mapping existing objects to defined locations is a critical step. Every single managed object must be mapped to only one location. The outcome of this step should be one of the following: 1. A specific list that maps between every object and a location; or 2. Mapping between ranges of objects, for example: all extensions from 2000‐ 2010 are mapped to location A. If you are working in an existing environment, we recommend you export a list of all the objects to Excel files via GEDI and then map them to the relevant locations. These Excel files will be used for the import process into the AVAYA AURA™ CONTACT CENTER CONTROL MANAGER database.
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Users
Users and Locations – Relationship AVAYA AURA™ CONTACT CENTER CONTROL MANAGER users can be granted permission to a certain location. When creating a new AVAYA AURA™ CONTACT CENTER CONTROL MANAGER user, the Location to View tab allows you to assign the user to the various locations that he will be able to use in AVAYA AURA™ CONTACT CENTER CONTROL MANAGER :
The user’s ability to view locations in AVAYA AURA™ CONTACT CENTER CONTROL MANAGER affects the following things: 1. Ability to create a new site. Page 298 of 335 Avaya Aura™ Contact Center Control Manager User’s Guide
Avaya Aura™ Contact Center Control Manager User’s Guide A user that has permissions to create AVAYA AURA™ CONTACT CENTER CONTROL MANAGER sites must have permissions for at least one location. Due to the fact that a site must be assigned to a location, the user won’t be able to create a site without the ability to view a location. Users won’t be able to assign sites to locations that they don’t have permission to access.
2. View AVAYA objects (extensions, hunts, coverage, etc.) Users that have permission to the AVAYA section will be able to view, edit, and insert only those objects that are assigned to the location that they can view.
For example: in AVAYA AURA™ CONTACT CENTER CONTROL MANAGER , a user that has permission for location A won’t be able to see extensions that are assigned to location B. Page 299 of 335 Avaya Aura™ Contact Center Control Manager User’s Guide
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3. Manage locations Users that have permission to manage locations in the AVAYA AURA™ CONTACT CENTER CONTROL MANAGER configuration will only be able to manage the locations that they have permission to view.
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Avaya Aura™ Contact Center Control Manager User’s Guide
Users Permissions (Roles) The Permissions tab allows you to set roles for each application, and to set permissions for each role.
Each application is represented by a tab. There are two sections to each tab: Roles & Permissions. The roles section lists all roles, with their details. The role section lists the set of roles that can be assigned to a user in the application. The permissions section lists all permissions assigned to a role. The permissions state what the user can see and execute within the relevant application.
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Avaya Aura™ Contact Center Control Manager User’s Guide
Bulk Skill Change Bulk skill change is a feature that allows you to take several contact center agents and shift them between Skills. The bulk skill change feature is accessible from the main user screen:
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Avaya Aura™ Contact Center Control Manager User’s Guide When clicking on the bulk skill change button AVAYA AURA™ CONTACT CENTER CONTROL MANAGER will display the following screen:
You can bulk skill change agents in two different ways: 1. According to Agent groups – AVAYA AURA™ CONTACT CENTER CONTROL MANAGER will allow you to select agents based on their group assignment 2. According to Skills – AVAYA AURA™ CONTACT CENTER CONTROL MANAGER will allow you to select agents based on Skill assignment
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Avaya Aura™ Contact Center Control Manager User’s Guide
Bulk skill change – Agent groups 1. Select “Groups”
AVAYA AURA™ CONTACT CENTER CONTROL MANAGER will show the agents grouped based on their Agent groups.
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Avaya Aura™ Contact Center Control Manager User’s Guide 2. Select the agents
3. Select Skills
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Avaya Aura™ Contact Center Control Manager User’s Guide 4. Save the change
This action is synchronic, which means that if you selected a big number of agents the system might take some time And you will see the following screen:
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Avaya Aura™ Contact Center Control Manager User’s Guide
Bulk skill change – Skill Selection 1. Select “Skills”
AVAYA AURA™ CONTACT CENTER CONTROL MANAGER will show the agents grouped based on their skill assignment.
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Avaya Aura™ Contact Center Control Manager User’s Guide 2. Select the agents
3. Select Skills
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Avaya Aura™ Contact Center Control Manager User’s Guide 4. Save the change
This action is synchronic, which means that if you selected a big number of agents the system might take some time And you will see the following screen:
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Avaya Aura™ Contact Center Control Manager User’s Guide
Virtual groups AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Manages as part of the Organizational Hierarchy Virtual Groups. Due tot the fact that the physical organizational structure allows a single user/agent to be assigned to a single team, the Virtual Groups are used to assign users/agents into more then one team. Virtual Groups can also be used in order to manage CMS Agent groups as part of the AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Provisioning integration into CMS. 1. Go to the user section and click on the “Virtual Department 2. Click on the “add virtual site group” button
3. Enter the Virtual Group name
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Avaya Aura™ Contact Center Control Manager User’s Guide
4. If you want to provision this group into CMS as a CMS agent group select the CMS checkbox and select the location this group will belong to
Based on the location assignment AVAYA AURA™ CONTACT CENTER CONTROL MANAGER will know to which CMS Server The agent group needs to be provisioned
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Avaya Aura™ Contact Center Control Manager User’s Guide 5. Click on Save 6. Go back to the Org Chart and click on the “Add user to virtual group”
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Avaya Aura™ Contact Center Control Manager User’s Guide 7. Select the agents/users you would like to assign to this group
8. Click Ok
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Avaya Aura™ Contact Center Control Manager User’s Guide
Synchronizer AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Synchronizer is a service that enables automatic synchronization from the Avaya Communication Manager to the AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Database.
Synchronization modes The Synchronizer is installed as part of the AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Services and can work in two modes: 1. One Time Synchronization – This is usually used for the initial synchronization process only. The one time synchronization allows you to select the Avaya CM Objects that you would like to sync and the AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Locations that are part of this synchronization process.
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Avaya Aura™ Contact Center Control Manager User’s Guide 2. Sync Service – The Sync Service enables automatic synchronization based on a predefined interval (for example: every 30 minutes). You can configure the Sync service based on Locations.
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Avaya Aura™ Contact Center Control Manager User’s Guide
Dialplan Impact on the Synchronization Process The AVAYA AURA™ CONTACT CENTER CONTROL MANAGER DialPlan can have a very big impact on the synchronization process. There are several things that need to be taken into consideration before running a synchronization process. 1. How many locations are part of the environment? 2. How many Communication Managers are part of the environment? If we configured more then one location we need to make sure that we have a dial plan assigned for each location or that every location is assigned to a different communication manager In case there is a situation that we try to synchronize a single CM into a multi location environment without a dial plan it will cause all the CM data to be synced into a single location. We strongly recommend planning the synchronization process before running the initial sync. When the synchronization process starts it will perform the following steps: 1. Check the list of Locations to sync 2. Connect to the CM that is assigned to the first Location synced 3. Download all the CM data into Temporary tables 4. Check if this Location has a dial plan 5. If there is a dial plan then the Synchronizer will sync only the CM data that belongs to this location based on the dial plan 6. If there is no dial plan then all the CM data will be synced to this Location
Page 316 of 335 Avaya Aura™ Contact Center Control Manager User’s Guide
Avaya Aura™ Contact Center Control Manager User’s Guide
Import Agents AVAYA AURA™ CONTACT CENTER CONTROL MANAGER enables importing from EXCEL files of Agents, Extensions, Skills and VDNs.
Importing Agents 1. Navigate to the users section and click on the import button
2. Click on Browse and select the excel file you would like to import
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Avaya Aura™ Contact Center Control Manager User’s Guide 3. Click Upload to upload the file to AVAYA AURA™ CONTACT CENTER CONTROL MANAGER . 4. You can select: A. AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Database Only: the entries will be added only to the AVAYA AURA™ CONTACT CENTER CONTROL MANAGER database B. CM only: the entries will be added only to the CM, and not to AVAYA AURA™ CONTACT CENTER CONTROL MANAGER C. CMS Dictionary only: the entries will be added to the CMS only D. CM and AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Database: the entries will be added both to the CM and to AVAYA AURA™ CONTACT CENTER CONTROL MANAGER E. CMS and AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Database: the entries will be added both to the CMS and to AVAYA AURA™ CONTACT CENTER CONTROL MANAGER F. CM and CMS Database: the entries will be added both to the CM and to CMS G. All: the entries will be added to all systems 5. Select the “Team” the agents will be assigned to 6. Select the Location the agents will be created in 7. Run the Import The import process is asyncronic, which means you will not receive a notification when the process will finish. You can continue working in the system during the import process. Check the importer log files for more information.
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Avaya Aura™ Contact Center Control Manager User’s Guide
Quick Links The AVAYA AURA™ CONTACT CENTER CONTROL MANAGER quick links are shortcuts that appear in the Avaya section of AVAYA AURA™ CONTACT CENTER CONTROL MANAGER .
By clicking on one of the quick links AVAYA AURA™ CONTACT CENTER CONTROL MANAGER will jump directly to linked object.
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Avaya Aura™ Contact Center Control Manager User’s Guide Each one of the objects under the Avaya tab includes a different set of quick links that represents a logical relationship between entities.
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Avaya Aura™ Contact Center Control Manager User’s Guide
UDF Fields User defined fields (UDF) is a feature in AVAYA AURA™ CONTACT CENTER CONTROL MANAGER that allows you dynamically to add additional fields to the user/agent record in the application. In order to add additional fields perform the following steps: 1. Navigate to the CFG>UDF Config tab
2. There are ten user defined fields that can be enabled 3. In order to enable a field select the checkbox next to “show” 4. Enter the field caption in the free text area 5. Enable the UDF section by selecting the checkbox near the “UDF Enable” 6. Click on Save 7. The UDF fields will appear on the user screen (add/edit)
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Avaya Aura™ Contact Center Control Manager User’s Guide
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Avaya Aura™ Contact Center Control Manager User’s Guide
Online Help The online help feature in AVAYA AURA™ CONTACT CENTER CONTROL MANAGER allows the user to access a web based help page that provides information regarding different features that are managed in the Avaya objects.
The online help appears in different pages and can be accessed from the help button
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Avaya Aura™ Contact Center Control Manager User’s Guide
Automatic Move station
TTI Feature In case the TTI feature is enabled in your environment you will need to configure the Automatic Moves feature in the AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Extension templates.
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Avaya Aura™ Contact Center Control Manager User’s Guide
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Avaya Aura™ Contact Center Control Manager User’s Guide
Extension Templates Enabling the Automatic Moves extensions: 1. Navigate to Avaya>Templates 2. Create a new Template for the required phone type 3. If you have already a template for this type rename it to “_old” 4. Make sure you select the Automatic Template type
5. Enter the template name. Make sure the template name is equal to the extension type without the “_Automatic”
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Avaya Aura™ Contact Center Control Manager User’s Guide
Schedule Server Wizard
Overview The AVAYA AURA™ CONTACT CENTER CONTROL MANAGER schedule server is a feature that allows you to schedule tasks. A task can be any administrative action that is supported by AVAYA AURA™ CONTACT CENTER CONTROL MANAGER . The current version of AVAYA AURA™ CONTACT CENTER CONTROL MANAGER supports scheduling skill changes for Agents. The Schedule Server is a designed in an hierarchical structure:
Job = A Schedule Server Job is the highest entity in the hierarchy and it Represents group of tasks. Page 327 of 335 Avaya Aura™ Contact Center Control Manager User’s Guide
Avaya Aura™ Contact Center Control Manager User’s Guide Schedule = A Schedule is the timing (daily, Weekly, Monthly). A single schedule can Be assigned to unlimited number of Jobs. Task = A single task can be assigned to only one job. a job can handle unlimited Number of tasks. Actions = An action is the operation. For example: Changing an agent skill.
You can have unlimited number of Actions under a single Task.
Wizard Steps The AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Schedule Server is accessible through the AVAYA AURA™ CONTACT CENTER CONTROL MANAGER Web Interface or with a direct Login. 1. Open The Wizard 2. Click on the
to add a new Job
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Avaya Aura™ Contact Center Control Manager User’s Guide 3. Enter the Job details (Pay attention to the “Enable” Checkbox”. If it is not enabled then the Job won’t be executed).
4. Click on the
button to create/assign a schedule to the Job
5. Select an existing schedule or click on the
to create a new one
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Avaya Aura™ Contact Center Control Manager User’s Guide 6. Enter The schedule details
7. Click “Next” 8. Based on the schedule type selected the system will allow you to configure the exact time the Job will be executed. 9. Select the time
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Avaya Aura™ Contact Center Control Manager User’s Guide 10. Click on Save 11. Go back to the Job screen and click on “Next” 12. You arrived to the Task list screen
13. Click on the
button to add a new task
14. Enter the task details and click on save
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Avaya Aura™ Contact Center Control Manager User’s Guide 15. Select the task list and click on “Next”
16. You arrived to the “Action” Screen
17. Click on the
button to add a new Action
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Avaya Aura™ Contact Center Control Manager User’s Guide 18. Select the places you would like the skill change to be performed
19. Click on the
to select the agent and their skills
20. Select the agent and their skills
21. Click Apply Page 333 of 335 Avaya Aura™ Contact Center Control Manager User’s Guide
Avaya Aura™ Contact Center Control Manager User’s Guide 22. Click Save 23. Click “Next” 24. Click Finish
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Avaya Aura™ Contact Center Control Manager User’s Guide INDEX
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